Description
Service Desk, Korean, Mobile, 1st Line support, Customer Service, Helpdesk.We are urgently seeking a Service Desk Specialist (Mobile Service Desk, Korean Speaking), this will be a 6 month fixed term contract.
For this role, you will be the first point of contact for all incoming Mobile service desk services queries. To log support calls in Service Desk system(s) and attempt to resolve the issue, passing those calls which cannot be resolved to specialist teams.
Working in a team providing front-line Customer Service Support, receiving requests from IT Contacts at our client's subsidiaries and from end users for the UK subsidiaries.
1. Record all incoming problems and queries related to Shared Applications including Mobile Service desk, SAP, EDI, email and other local Systems.
2. Provide 1st line support to the subsidiaries UK employees.
3. Communicating with IT Contacts in UK, across Europe and in HQ (Korea).
4. Liaising with technical teams for the speedy resolution of calls.
5. Attempt to resolve customer issues using Knowledge and Known Error Database.
6. Assign unsolved problems and queries to relevant engineers.
7. Monitor and manage calls by chasing the specialist teams and customers where required to ensure resolution within agreed SLAs.
8. Communication of request logging procedures to subsidiaries.
9. Produce Service Desk weekly/monthly statistics and reports.
10. Perform administration tasks for mySingle service.
11. Maintain customer data up to date in Sunrise system.
12. Keep records on system access for new staff.
EDUCATION:
Fluent in English and Korean essential
ITIL Foundation qualification will be an advantage
SKILLS AND ATTRIBUTES:
Good experience of MS Office needed. Candidates with experience in the IT industry will be of great interest
Bilingual in Korean and English
Customer approachable attitude and a customer focused (proactive rather than reactive) person, who will always try and improve the
relationship with the customer.
Identifying problems before they occur.
Person will be expected to work to the needs of the customers (Not mind working late if any urgent action is needed)
Must be prepared to work a shift pattern that covers the hours 06:30 to 19:00
EXPERIENCE:
Previous experience in customer service / helpdesk experience
Some experience in the IT industry, preferably of a technical nature
Some previous experience in ERP.