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About the Role
As a member of the IT services team for the insurance industry, you will drive stable service delivery and operational improvements in a global customer environment. This role offers an opportunity to gain broad knowledge and experience through collaboration with multinational team members.
Responsibilities
- Manage the overall operation of the service desk and promote SLA achievement.
- Manage incident, service request, and escalation responses.
- Develop, guide, and manage the performance of service desk members.
- Monitor and report on KPIs and SLAs.
- Conduct service reviews and operational reports for customers.
- Manage operations using ticketing tools such as ServiceNow.
- Coordinate with stakeholders and promote operational quality improvement measures.
- Implement business process improvements and efficiency measures.
Requirements
- Minimum 5 years of experience in IT service desk or end-user support.
- Minimum 2 years of experience as a service desk team leader or manager.
- Knowledge of ITIL-based incident management and request management.
- Native-level Japanese and business-level English communication skills.
Skills
- ITSM tool utilization (ServiceNow, Jira Service Management)
- KPI/SLA management and reporting
- ITIL Foundation certification
Location
- Remote
Work Type
- Full-time
Experience Level
- 5+ years in IT service desk or end-user support
- 2+ years in a service desk leadership or management role
Education Level
- ITIL Foundation certification
About the Company
- Provides IT services for the insurance industry.