Overview
The Service Desk Analyst manages the full lifecycle of all cases which relate to the provision of support, maintenance and cloud service activities for commercial IFS customers. The Service Desk Analyst therefore plays a critical role in forming customers’ perceptions of IFS and our services. Sitting within Unified Support Service Operations, they are also the initial point of contact for all case escalations and any emergency assistance requested via phone, email and the IFS Service Center.
The ideal candidate is a clear and concise communicator, problem solver, quick learner and has a drive to deliver outstanding customer experience to our customers with every engagement they make.
Duties & Accountabilities
Operational Duties
Triage and validation of new incoming cases
Provide Japanese translation services within the Service Desk team, facilitating communication between English-speaking case resolvers and Japanese-speaking customers
Providing first contact resolution using your own experiences, skills, knowledge, and any other accessible resources available to you
Identify knowledge gaps and drive the creation of new KBAs through the resolver groups to enable more first-contact resolution opportunities
Where a first-contact resolution is not possible, route cases to appropriate resolver groups
Receive and process all case escalation requests made via phone, email and the IFS Service Center
Customer bridge call initiation and introductions for P1/P2 case escalations on behalf of the resolver
Case co-ordination and communications for P1 situations on behalf of the resolver
Cross case co-ordination, event bridge management and customer communications for Major Incident situations
Receive and process all case priority change requests
Manage case resolution rejections by customers, when it is required to re-engage the resolvers
Manage reminders for customers where they need more time to complete their actions
Monitor resolver group responses and resolution actions to ensure SLA/KPI adherence on all in scope cases
Monitor the quality of case progress updates by both the service desk and the resolver groups to ensure quality of communication is assured
Single point of contact to create/update cases where customers interact with IFS via the phone as part of the heritage P1 emergency support service
To be successful in the role, you will:
Be fluent at interpersonal and communication skills in the English language and Japanese language, both written and verbal skills being essential to the success of this role
Be an effective collaborator with others regardless of function
Be accepting of responsibility, accountability, and ownership
Be committed to delivering on deadlines and other targets
Have a strong ability to be pragmatic, structured, forward-thinking, and dependable
Be calm under pressure
Act by example and set the tone
Understanding other parties’ needs and balance stakeholders
Manage own time efficiently and effectively
Be able to bring individuals across resolver groups together to deliver a delightful customer experience
Be flexible to work to deadlines and needs of the role
Have problem-solving skills and the ability to change approach based on information gathered during the process
Have strong organizational skills and ability to multi-task
Have an ability to negotiate with a possibly unfriendly customer to reach mutually acceptable results
Have a natural ability to live the IFS Corporate values of Agile, Collaborative, Trustworthy
Qualifications & Experience
Degree in IT, Business Management or related discipline
At least two years’ experience in enterprise or cloud service delivery
ITIL v3/4 certification will be of major benefit
Experience using ServiceNow or a competing service desk product operated to ITIL convention
Experience of working in a modern knowledge management tool with KCS practices such as ServiceNow, Confluence
Experience of working in a service desk environment
Customer service experience
Technical Skills
Basic desktop user IT skills
Basic understanding of ITSM or ITIL
The ability to understand and follow technical documentation such as Standard Operating Procedures and FAQs written in English
Working Environment
Standard working hours.
But this role may be part of an on-call rota in the future, for an extra allowance.
The role includes hybrid working as part of its role.
Interviews and selections are being made continuously. If you are interested, apply as soon as possible.
As a step in our recruitment process, all final candidates will undergo a background check, to get us an understanding of our future employees.
We respectfully decline all offers of recruitment and/or advertising assistance.
IFS Fact
IFS develops and delivers enterprise software for customers around the world who manufacture and distribute goods, build and maintain assets, and manage service-focused operations. The industry expertise of our people and solutions, together with a commitment to delivering value to every one of our customers, has made IFS a recognized leader and the most recommended supplier in our sector. Our team of 6,000 employees and growing ecosystem of partners support more than 10,000 customers around the world challenge the status quo and realize their competitive advantage. Learn more about how our enterprise software solutions can help your business today at ifs.com.
