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Hiring Venue Technology Service Desk Supervisor for Olympics Project (expired)

Company
MP Dominic Company
Job ID
139594
Location
Tokyo, Japan
Post date
Jan 2, 2021
Industry
Information Technology
Function
IT Support / Helpdesk / Field Engineer
Work Type
Contract / Manager (Manager/Supervisor of Staff)
Salary
Amount not specified

Requirements

  • English: Fluent (preferred)
  • Japanese: Conversational (preferred)
  • ITSM, Service Management, Service Desk, Help Desk, IT Support, etc

Description

Description:
Manage the successful operation of the Venue Technology Service Desk

Key Tasks:
• Monitor the venue ticket queue on ITSM, promptly assign a team to resolve for incoming ticket
• Regularly update the status of tickets at venue queue to customers and team assigned, to ensure no incident/customers are left in waiting
• Act as a focal point of contact for tickets at venue, for
o Technology Service Desk Call Centre
o Venue Technology Team
o Technology Operations Centre (TOC Service Desk Duty Manager)
o Customers at Venue
Ensure updates are shared with corresponding team in timely manner.
• Responsible for the level of service provided in the venue in comparison with the approved SLA (Service Level Agreement).
• In case the customer is not happy with the ticket status or the solution provided, contact the teams related to resolve the situation.
• Ensure accuracy of the data stored in the ITSM (IT Service Management) tool.
• Undertake all tasks allocated by the VITM and TOC Service Desk Duty Manager.
• Ensure that the Incident Management Policy as well as any relevant Service Desk policy and procedure are followed by all team members.
• Train venue Service Desk staff on how to read and respond to tickets. Update ticket information based on the feedback from Venue Technology members without ITSM account
• Supervise the venue Service Desk team and support VITM in managing their shift attendance.
• Immediately escalate all potential Severity 1 & 2 incidents to the VTM/VITM and TOC Service Desk Duty Manager
• During operational period complete the End of Day report for the VTM/VITM/VTCM and Service Desk Duty Manager, on a daily basis.
• Follow the start-of-shift procedure, keep updating the shift log during the shift, follow the end-of-shift procedure (and handover the next shift crew) and send the end of shift report to the reporting line.
All these tasks should be focused on:
• Ensuring the full success of the Games Operations.
• Providing an excellent service to customers

Required Experience:
• Good knowledge of Service Desk operations & IT Service Management systems.
• Knowledge of PC (client and server) hardware, peripheral devices and basic network
• Knowledge of Microsoft Operating System and Microsoft Office products.
• Ability to lead teams effectively.
• Excellent communication and interpersonal skills.
• Fluent in English.
• Excellent customer service skills

Last modified on February 3, 2021

The above information is a public job ad. This job ad is neither an offer nor a contract.

This job is no longer available.

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