IT Service Desk Team Leader / MGF(Tokyo)

Posted 04 Oct 2019

Tokyo, Tokyo-To - Japan

Req Id 192051

Details

当社では、52,000人がヘルスケア、ライフサイエンス、高性能素材における次世代の発展を通じて、世界の生き方、働き方、楽しみ方を形作っています。350年以上にわたり、世界中でメルクは他の人々の生活を向上させる新しく活気のある方法を見つけるために情熱を持って好奇心を追求してきました


•Supervise the 1st level IT support of Global Service Desk Japanese line that serves the end users in Japan through Phone, Chat, and Web.

•Call Management. Acceptance of requests for assistance ensuring all information is accurately recorded in the Service Desk call logging software. Ownership of calls/chats/web tickets within the Service Desk and proactive in moving to final resolution, escalating appropriately as necessary. Daily reviewing and delegation of outstanding calls/chats/web tickets across the team. Ownership of ensuring all calls/chats/web tickets are resolved within SLA by team members.

•Daily reporting on Call Acceptance SLA achievement and analyse the statistics of Call/Chat/Web tickets on a weekly basis. Investigate areas of concern when internal SLAs are not met and ways to improve availability.

•Provide leadership and mentoring to Japan IT Service Desk Experts to assist them in resolving calls at first point of contact. Ensuring the Service Desk team understands and adheres to applicable SOPs and practices.

•Organize regular training activities to maintain a core level of knowledge regarding IT services and policies among all Service Desk Experts. New Employee Orientation for Service Desk Experts as and when required.

•Major Incident Management. Perform the role of Major Incident Manager throughout the P1 Major Incident. Ensuring timely communication with the business; ensuring the Major Incident process is followed to agreed time commitments.

•Process Improvements. Identify process improvement opportunities and drive for the implementation of effective Global IT Service Desk processes and documentation. Assist the management in creating processes; ensuring all processes remain effective and all Service Desk employees trained to an acceptable standard.

•Collect end user’s feedback through daily operation activities and regular survey session, follow on the continues improvement plan.

•Build effective communication channel with Global Service Desk team and other support level members across IT environment to keep support services running smoothly and efficiently.

 

Requirements:

•Past work experience in a high-traffic customer service setting.

•Excellent verbal and written communication skills in both Japanese and English.

•Always have a positive and supportive attitude.

•Strong problem solving and research skills.

•Knowledge of commonly-used IT concepts, practices, and procedures for end user technical support.

 

•5+ years’ experience supporting laptops, desktops, Microsoft Office applications (Outlook, Lync, Skype for Business, Word, PowerPoint, Excel).

•Experience supporting mobile devices (iPhones, iPads), including working with MDM solutions such as Airwatch, Intune, Mobile Iron, etc.

•Microsoft Certifications (MCP, MCSE, MCSA) and experience with Microsoft SCCM a plus.

•Bachelor’s degree (4-year college degree) preferred

•Experience in Life Sciences/Healthcare industry/Performance Materials preferred

 

Recruiting Contact: Nozomu Yokota

 


 

弊社の約束:ここには、新分野を開拓する機会が常にあります。あなたが希望を実現するための権限を与え、多様な事業によって新しい展望を求めるためのさまざまなキャリアの転換機会を提供します。あなたの能力を早期に信頼し、あなたの希望と生活の優先事項に対応するキャリアマップを描くことを支援します。メルクの一員になり、あなたの好奇心を現実のものにしてください。


ご興味はございますか?詳細とご応募については、https://jobs.vibrantm.com にアクセスしてください。

 

 

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