TBG-012278
Company:
Consumer Goods & Retail
Position:
07-20 Global Help Desk Manager
Salary(¥):
8-11 million
Responsibilities
1) Position Summary
Global Information Systems is responsible for the productivity of more than 10,000 employees and contractors worldwide. The number of customers continues to grow as this company does; just as we expect the bulk of our revenue to come from outside Japan in the near future, we expect that we will have more users outside Japan than inside.
Our Help Desk is the first point of contact for most of our employees. We provide 24/7 support in English and business hour support in Japanese through a contract with Dell Global Services. Local employees serve as remote hands and escalation contacts.
To ensure we provide high quality, cost-effective support, we are seeking a professional help desk/call center manager.
2) Responsibilities
Ensure delivery of high quality, cost-effective desktop support by managing the Dell vendor relationship as well as the local staff. Measure and report on service delivery quality.
Global Information Systems is responsible for the productivity of more than 10,000 employees and contractors worldwide. The number of customers continues to grow as this company does; just as we expect the bulk of our revenue to come from outside Japan in the near future, we expect that we will have more users outside Japan than inside.
Our Help Desk is the first point of contact for most of our employees. We provide 24/7 support in English and business hour support in Japanese through a contract with Dell Global Services. Local employees serve as remote hands and escalation contacts.
To ensure we provide high quality, cost-effective support, we are seeking a professional help desk/call center manager.
2) Responsibilities
Ensure delivery of high quality, cost-effective desktop support by managing the Dell vendor relationship as well as the local staff. Measure and report on service delivery quality.
Requirements
Minimum Qualifications
1. Demonstrated strong vendor and people management skills.
2. Five or more years of experience managing a help desk or other customer contact center.
3. Mathematical and database skills sufficient to analyze and act on data.
4. Demonstrated analytical and process improvement skills.
5. Bachelors degree or equivalent work experience.
6. Written and Spoken communication skill in English (TOEIC 700 or above).
Preferred Qualifications
1. Prefer if most of the help desk experience above provided service to paying customers (rather than an MIS help desk or other internal call center), especially in a global ("follow-the-sun") environment.
2. Experience using a help desk ticketing system.
3. Working knowledge of Microsoft Windows and Microsoft Applications (Office 2010).
4. Some experience with Mac OS and/or Linux.
Communication Language
English: Business level
Japanese: Business level
Others: Not required, but nice to have (esp. Chinese, Portuguese)
Have TOEIC score over 700
1. Demonstrated strong vendor and people management skills.
2. Five or more years of experience managing a help desk or other customer contact center.
3. Mathematical and database skills sufficient to analyze and act on data.
4. Demonstrated analytical and process improvement skills.
5. Bachelors degree or equivalent work experience.
6. Written and Spoken communication skill in English (TOEIC 700 or above).
Preferred Qualifications
1. Prefer if most of the help desk experience above provided service to paying customers (rather than an MIS help desk or other internal call center), especially in a global ("follow-the-sun") environment.
2. Experience using a help desk ticketing system.
3. Working knowledge of Microsoft Windows and Microsoft Applications (Office 2010).
4. Some experience with Mac OS and/or Linux.
Communication Language
English: Business level
Japanese: Business level
Others: Not required, but nice to have (esp. Chinese, Portuguese)
Have TOEIC score over 700