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その他(管理・運営・テスト)
  • 最終ログイン : 2020-07-22
  • 登録日 : 2020-07-21
  • Technical Support Representatives
    IT・アプリ・プログラミング 管理・運営・テスト その他(管理・運営・テスト)
    製作日数15日間
    希望販売価格50,000円~100,000円未満
    d87fe48803c648df8b851fd37b4c66cc
    > Global Service Desk Support Responsibilities:
    • Receives inbound incidents or requests from client business users, end users and third-party organization.
    • Accepts and process inbound incidents or requests via phone, email, portal or chat.
    • Monitors, processes and document all incidents or requests through defined ticketing system.
    • Follows defined troubleshooting procedures documented in Key Words
    • Process service requests such as but not limited to password reset, ID and access management, etc.
    • Performs follow-up until incidents or requests are resolved by performing outbound calls, chats or emails.
    • Coordinates and escalates incidents or requests through Level2, and different support groups as needed.
    • Categorize all accepted incidents or requests through defined procedures and processes.
    • Completes and pass all required training's and assessments.

    > Level 2 Global Support Center - APO, EMEA, AMERICA responsibilities:
     Incident Manager
    o Facilitates technical bridge for Major Incidents in which we need to get involve the Applications/Database service owner, Engineers, Managers, Directors etc.
    o Contact the vendor or third party that could possibly help to get the issue resolve.
    o Send out the Incident email notification to upper management for information.
    o Follow up to all the affected parties, users and send an update.
     Ensures ticket quality through Quality ticket initiative
    o Quality checking Bi-weekly to see room for improvement
     Facilitates weekly team meeting
     Identify trends and propose process for continues improvement