Global Digital Transformation Partner

Job Title:

Technical Service Desk (Japanese Speaking Supervisor)

Salary:

RM 8000 per month

Job Description:

The role is Supervisor of Global Service Desk for end users and Local ITs regarding enterprise systems and other technical inquires. The inquiry and request are coming from all over the world (e.g. Asia and ASEAN and North America, Europe etc.)
Location of Requirement is Malaysia (Kuala Lumpur, Menara Shell)

Desired Competencies:

• Any Enterprise systems support experience: Merchandise management system, accounting system, Warehouse management system, etc.
• Basic Microsoft 365 support experience: Outlook, MS Teams, MS Office etc.
• Basic experience in supporting IAM (Identity and Access Management) and Box (or other content management, collaboration, and file sharing tools)
• Basic experience in supporting Desktop and Laptops and Networking
• Candidates must possess strong professional communication skill in both written and verbal. High translation skills are desirable as translation between Japanese↔English and Japanese↔Chinese will be required.
• Candidate must possess good leadership to lead a team of members with past experience exhibiting capability to handle incidents and requests.
• Candidate must possess strong professional communication skill to work closely with Clients and Global Service Desk in Japan.
• Candidate must have ticket life-cycle management experience such as incident and service request management for achieving SLA/KPI.
• Candidate is expected to generate reports including ticket analysis and service improvement initiatives, must be an analytical person.
• Candidate is expected to create/update the manuals or procedures for handling tickets and requests.
• Candidate is expected to manage workload and resources and maintain quality of service as measured by metrics such as performance, efficiency and customer satisfaction.
• Candidate is expected to own people management responsibility including conducting interviews for hiring agents and managing team member’s quality & performance
• Candidate is expected to provide the training and knowledge transferring when new member assign to own team.
• Candidate is expected to lead the project which is expanding the support countries or implementing new systems or tools when it is required.

Required Skillset:

• Both Spoken and Written Japanese(N1-N2) and English language
• Optional Language(Reading/Writing):Chinese (Mandarin)

Department Information:

ITO Department - Provide technical desks in multiple languages through the use of cutting-edge technology and solve problems for our clients’ customers

Please feel free to contact us if any questions should arise.

E-mail: recruitment@trans-cosmos.com.my