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Helpdesk Analyst

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Date: Sep 21, 2022

Location: Dalian, LN, CN

Company: NTT DATA Services

Role Overview
The Service Desk Senior Analyst advises and assists users over the phone/chat/email  in solving problems related to hardware, software, networks, and peripherals using available technology and internal processes & procedures. Screens, diagnoses, research, and resolves user issues. Documents service requests and dispatches orders to support groups for problem resolution. Advises users on the interpretation of Information Technology (IT) policies, capabilities, limitations, etc. Provides quick response to ensure maximum uptime of all users.


Role Responsibilities
Manages customer interactions & records reported issues in the ITSM
Identifies issues, apply fixes and investigate root causes using internal instructions.
Provides technical guidance in activities associated with identifying, prioritizing, and resolving problems by telephone and e-mail
Screens, refers and diagnoses internal inquiries and work requests relating to PC maintenance
Participates in a supportive role by acting as a liaison between customers and departments within the organization, to ensure that all on-line system problems are resolved in an accurate and timely manner


Key Skills
Ideally University education, preferably technical degree, or Microsoft certifications
Awareness of Microsoft Operating Systems local and remote administration and Microsoft Office family applications
Experience of providing remote IT support is an advantage
Ability to analyze and solve problems by investigating potential solutions using troubleshooting skills
Excellent communication and customer service skills
Fluency in
Japanese, N1 Certificate required,

English skill, CET 4 equivalent, Good Command of English is preferred.
Flexibility to work shifts if required


Job Segment: Help Desk, Information Technology, Technology