【PGIMジャパン】Fixed Income | Service Desk, Technology Solutions Group, Japan (for Bilingual)
仕事内容
Our Role:
As PGIM Japan’s business has been evolving and expanding in both width and breadth of clientele as well as product range, we are looking for a motivated and bright individual like you to fulfill a unique opportunity within our dynamic environment. At PGIM Japan, we are 105+ users who needs helpdesk support to perform their daily task. Service Desk Technician’s role is to ensure proper computer operation so that end users can accomplish business tasks. This includes receiving, prioritizing, documenting, and actively resolving end-user help requests and escalating incidents when considered appropriate and necessary to maintain SLA expectations. Problem resolution may involve the use of diagnostic and help request tracking tools, as well as requiring that the individual give in-person, hands-on help at the desktop level. A stimulating and challenging role, encompassing different areas of the business and an opportunity to work with a wider global team. External training for the right candidate may include the pursuit of additional professional qualifications. This is an opportunity to work in Service Desk role of Technology Solutions Group at PGIM Japan.
Your Impact:
Client/User First mind-set
Setting up PC, Login ID, Security request administration support
Provide first contact point for support of incoming requests to the service desk via telephone, web portal, email, and chat to ensure courteous, timely, and effective resolution of end-user issues
Support for IT infra related projects/activities, Business continuation support working with infra support group company
Prioritize incidents and service requests according to defined processes to meet defined SLAs
Escalate incidents with accurate documentation to suitable technician, when required
Record, track, and document the service desk incident-solving process, including all successful and unsuccessful decisions made and actions taken, through to final resolution
Work with vendor for deployment of pre-packaged software as needed, assist in software releases and rollouts according to change management best practices
Use remote tools and diagnostic utilities to aid in troubleshooting
Pro-actively research solutions through internal and external knowledgebase as needed
Identify and learn appropriate software and hardware used and supported by the organization
Perform hands-on fixes at the desktop level when remote tools are not appropriate, including hardware repairs, delivery of peripherals, or other fixes as determined
Test fixes to ensure an incident has been adequately resolved
Develop help sheets and FAQ lists for end users – self-servicing
Identify repetitive inquiries and find creative solution to eliminate them
Develop and maintain an inventory of all laptops, desktop, monitors, keyboards, hard drives, network cards, and other components and equipment as needed
応募資格(必須経験など)
Requirements:
Work eligibility in Japan on full-time basis
Strong academic background: Degree level or equivalent
Business level Japanese and English both in written and spoken. Exceptional written and oral communication skills in Japanese and English
3-5 years’ work experience within an IT role in Financial firm
Strong attention to detail, able to set priorities and complete simultaneous projects, Self-starter
Knowledge of advanced computer hardware, network, including Telecom and AV.
Experience with desktop, laptop and server operating systems: Windows, Linux.
Extensive application support experience with Azure including MS-Office products and AWS service.
IT Procurement assistance and Mobile device support
Exceptional interpersonal skills, with a focus on rapport building, listening, and questioning skills. Logical problem solver
Incident management tools like JIRA, Service Now
Documentation (Procedures and Manuals)