Lubrizol IS Support Specialist 20000108 in Kinuura, Japan
IS Support Specialist 20000108
This is an IT support analyst role with the main responsibility to provide IT services to users in Japan. The role is also part of Lubrizol global solutions center team. It is required to coordinate and complete assigned global responsibilities and provide feedback to ensure the success of global IS support.
Follows ITSM processes to log all requests in SCP. This includes all incoming calls, e-mail requests, and walk-in requests.
Provide the service for end users based on the users’ demand and the company policy.
Provide accurate and thorough solutions to user problems. Escalate or assign issues when appropriate.
Monitor and follow up on tickets on SCP to make sure service quality and data accuracy/integrity are in line with the performance measurement indicator requirement.
Communication of ticket status to the end user (i.e. follow-up, notification of delays, notification of completion).
Troubleshoot PC hardware and software problems; software installations and upgrades; provide first level of support for applications, network, server, and security.
Research, resolve, and respond to questions received in accordance with set policies and procedures.
Continuous development of communication skills, problem solving techniques, and the creation of more efficient support methods.
Proactive monitoring of user and IS support issues to maintain a high level of visibility within the user community.
Always align with global processes and procedure to maintain the service level as required
Participate in global and regional team projects that enhance the quality of the Help Desk service level.
Coordinate service/support needs with Vendors, Technical Support Engineers, Application Support Engineers, and the Infrastructure Team effectively communicating issues and resolutions
Work closely with AP smaller site IS coordinators to support their needs and identify areas needing training or best practice
Support Lubrizol business department based on their specific requirement, such as 3 rd warehouse label printing support.
REQUIREMENTS (education, experience, competencies and specific job requirements):
Bachelor or equivalent degree
At least 3 years Help Desk work experiences, prefer in multinational companies
Business level English is required
Microsoft Office 365
Desktop/Laptop related hardware knowledge
Network/server management/application/telecommunication/iOS skill is a plus
Good interpersonal/communication skill/experience
Strong sense of professionalism and ethics
Good time management skill – can prioritize workload well
Good follow up and monitoring skill
Able to recognize the broader implications of a problem, involving multiple stakeholders, and proactive problem solving
Must convey a sense of urgency
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