Lead Administrator

Working Hours： Daytime shift working hours: 8:30-17:30, 9:00-18:00, or 09:30-18:30, including 1 hour beak (One of them will be assigned to you, but shift working hours would be changed regularly.) Fixed Saturday & Sunday Off, No work during Public Holidays. The above conditions may be changed in the future, depending on our global contract between our client and the company. Roles and Responsibilities Asks the Customer End User for all relevant information concerning the call made or issue reported by the Customer End User Attempts to resolve the defined inquiries while on the telephone, to meet the agreed upon Service Level for First Call Resolution Routes the enquiries to Resolver Groups as appropriate Re-routes misdirected calls Escalates tickets when Service Desk cannot resolve its issues, in accordance with Customer escalation procedures Provides status and updates on tickets to authorized users Reopens Ticket / Creates new ticket to follow up if the user indicates that the inquiry was not resolved to their satisfaction Makes recommendations for updates to the Knowledge Base (KB) database Opens, logs, prioritizes, assigns, and closes calls logged in ticketing system Key Experiences and Skills Required: 2- 10 years of overall experience in IT troubleshooting – IT helpdesk or service desk experience is mandatory Bachelor Degree Excellent analytical, problem solving and critical thinking skills Exceptional oral and written communication skills Ability to work independently, multi-task, and take ownership of various parts of a Project or Initiative. Native Japanese (or JLPT 1st level) is mandatory along with basic English speaking & Writing ability