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ITサービスセンター担当|IT Service Center Agent

Minato-Ku , Japan

Ref#: 20005254

Date published: 19-Feb-2020

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Key Responsibilities
Ensure calls are logged and updated in our ticket system
Maintain strict adherence to CBRE’s KPIs.
Troubleshoot PC related issues over the phone or remotely in a timely manner.
To provide users with advice in accordance with CBRE’s IT policies and procedures.
Ability to quickly determine high priority tickets and escalate to SME groups.
Active Directory, O365 and CBRE software account management.
Create and update documentation in Japanese and English for both internal and external use.
Necessary Skills
Minimum 2-year experience in supporting Windows10 (At least 100+ users)
Minimum 2-year experience in supporting MS Office 2016/Office 365
1st level support via telephone and email.
Must have experience with Service-Now or other industry ticket systems.
Ability to work independently or in a team, at times with limited guidance.
Strong verbal and written communication skills in Japanese are essential, as is a good understanding of written and verbal English, TOEIC (must have 600+)
Experienced in the support of iPhones.
Must be a fast learner and capable of resolving challenging technical issues.
Must possess a high level of problem-solving skills, with an ability research issues.
Exceptional communication skills.
Good knowledge on ITIL fundamentals.
Ability to support multi-language (English/Japanese) Software.
Patience to support end-users by phone is essential.
A can-do attitude and excellent time management skill is a must. 

Preferred Skills
Service-Now knowledge
ITIL v3 Foundation
CUCM experience
Knowledge on Cisco products
Experienced in the support of MacOS