シニア・システム・エンジニア（サービスデスク）/Senior System Engineer (Service Desk

Job Description

• Oversee the day-to-day operations of the service desk and ensure timely problem resolution.
• Technical guidance and advice to improve the skills of team members
• Develop and implement best practices for service desk operations to improve service quality.
• Monitor and analyze service desk performance metrics and identify areas for improvement.
• Collaborate with other IT teams to ensure seamless integration of services and support.
• Manage escalations and ensure complex issues are resolved quickly.
• Ensure adherence to company policies and industry standards in all service desk activities.
• Develop and maintain documentation of service desk processes and procedures.
• Conduct regular training sessions for the service desk team to keep them up to date on new technologies and practices.
• Participate in the hiring and onboarding of new Service Desk team members.
• Communicate effectively with stakeholders to understand their needs and provide appropriate solutions.
• Contribute to the development of IT strategies and initiatives to support company objectives.

Responsibility

• Oversee the daily operations of the Service Desk, ensuring timely resolution of issues.
• Provide technical guidance and mentorship to team members to enhance their skills.
• Develop and implement best practices for Service Desk operations to improve service quality.
• Monitor and analyze Service Desk performance metrics to identify areas for improvement.
• Collaborate with other IT teams to ensure seamless integration of services and support.
• Manage escalations and ensure that complex issues are resolved promptly.
• Ensure compliance with company policies and industry standards in all Service Desk activities.
• Develop and maintain documentation for Service Desk processes and procedures.
• Conduct regular training sessions for the Service Desk team to keep them updated on new technologies and practices
• Participate in the recruitment and onboarding of new Service Desk team members.
• Communicate effectively with stakeholders to understand their needs and provide appropriate solutions.
• Contribute to the development of IT strategies and initiatives to support the company's goals.

Qualifications

• Bachelor's degree in Computer Science, Information Technology or related field.
• Over 8 years of experience in service desk work.
• Possess high technical skills and knowledge regarding IT service management.
• Possess excellent leadership and team management skills.
• Proficient in troubleshooting and resolving technical issues.
• Possess strong communication and interpersonal skills
• Experience with ITIL or other IT Service Management frameworks.
• Familiar with the use of service desk software and tools.
• Demonstrate ability to work under pressure and manage multiple tasks simultaneously.
• Demonstrate a commitment to continuing learning and professional development

Language skills: Japanese (native), English (business)

Qualifications:

• Possess a bachelor's degree in computer science, Information Technology, or a related field.
• Have a minimum of 8 years of experience in Service Desk operations.
• Demonstrate strong technical skills and knowledge of IT service management.
• Exhibit excellent leadership and team management abilities.
• Show proficiency in troubleshooting and resolving technical issues
• Display strong communication and interpersonal skills.
• Have experience with ITIL or other IT service management frameworks.
• Be adept at using Service Desk software and tools.
• Demonstrate the ability to work under pressure and manage multiple tasks simultaneously.
• Show a commitment to continuous learning and professional development

Language: Japanese Native level, English – Business level