Service Desk Agent Full Time

Work location: 100% onsite at Cognizant Tokyo office

• 1 min walk from Hanzomon station
• 4 min walk from Kojimachi station

Language requirement:

• Business level English and Japanese (N1 – N2 level)

Responsibilities

• Manage a team of service desk executives to ensure prompt responses to inquiries, incidents, and service requests across phone, email, and ticketing systems.
• Assess, diagnose, and resolve or escalate technical issues (hardware, software, network).
• Develop, maintain, and enforce SOPs and troubleshooting guidelines.
• Provide excellent customer service through mentorship, guiding the team in addressing queries professionally.
• Ensure all actions are documented in the ticketing system for reporting and records.
• Prioritize and oversee ticket management to meet SLAs and resolution targets.
• Collaborate with internal IT teams, vendors, and third-party providers for enhanced service delivery.
• Communicate effectively with end-users regarding updates and escalations.
• Lead user training sessions and create self-help resources to enhance IT literacy.
• Foster continuous learning within the team and stay updated on emerging technologies.

Requirements

• Experience: 4–5 years in an IT service desk management role.
• Education: Bachelor’s degree in IT, Computer Science, or related field (preferred).
• Skills:
• Proficiency with ticketing systems, remote support tools, and ITIL framework.
• Strong communication skills for conveying technical details to non-technical users.
• Proven leadership experience in managing large teams, focusing on customer satisfaction.
• Ability to manage multiple tasks in a high-paced environment.
• Leadership qualities to coach, mentor, and motivate the team.
• Flexibility to work in rotational shifts.