Sandvik in Xinzhuang Shanghaiis seeking for a
IT Service Desk Support - Japanese
Sandvik is a global industrial group with advanced products and world-leading positions in selected areas – tools for metal cutting, machinery and tools for rock excavation, stainless materials, special alloys, metallic and ceramic resistance materials as well as process systems.
The position would directly report to Service Desk Coordinator, below please refer to the job description:
Job Purpose
To be the first point of contact for our customers and provide IT support and service for customers and users of the Sandvik IT environment.
Key performance areas:
  • Focus on customer satisfaction (Keep open communication), keep working on customer service improvement
  • Work according to established processes and instructions (Align ITIL Process)
  • Provide first-line support by Japanese, Chinese and English, including:
    • Investigation and diagnosis through phone, remote support and mail
    • Log all calls and emails in the incident handling system with proper categorization and prioritization
    • Support users in the use of computer equipment and internal systems by providing necessary training and advice
    • Resolving incidents/requests
    • Maintain a high degree of customer service for all support queries and adhere to all Service Level Agreements (in agreed timescales)
    • Escalate more complex problems to the relevant 2nd/3rd line groups
    • Share knowledge and experience with colleagues globally, providing assistance on technical issues
    • User Account & Authority Management Services
  • Monitoring the ticket status – 1st level of service audit role
Your profile:
  • Hardworking, self-motivated and able to work under pressure
  • Positive attitude on customer services
  • Good Japanese with both written and verbal communication is required
  • Average English reading and writing
  • Relevant daily business process skills (reporting, and documentation)
  • Call center / customer service center work experienced as preferred, with IT support experience is perfect.
  • Shift work time on premise in house support
  • Minimum 1-2 year College or Bachelor degree
  • ITIL certificate is preferred.
As a person you are proactive, self-motivated and one with lot of initiative, courage and integrity and a business minded, result oriented attitude. You also have strong communication skills and can work in an English environment.
Contact information:
Read more about Sandvik and apply at www.sandvik.com/career, Job ID: 346961, or contact recruiter directly for any query via hanna.huang@sandvik.com.
Sandvik is a global industrial group with advanced products and world-leading positions in selected areas The Sandvik Group conducts operations within five business areas - Sandvik Mining, Sandvik Machining Solutions, Sandvik Materials Technology, Sandvik Construction and Sandvik Venture. In 2012 the Group had about 50,000 employees and representation in 130 countries, with annual sales of more than 99,000 MSEK.
Deadline: 16 Dec
Job-ID: 346961