Service Desk Agent (ADP)

Job description

Job Title

Service Desk Agent (ADP)

Department

IT Operations Reports To: Operation Manager Summary: We are seeking a highly skilled and detail-oriented ADP Analyst to join our team. This critical role focuses on the management and support of sales data within our ADP system. The successful candidate will be responsible for receiving and resolving requests, performing troubleshooting within defined SLAs, managing sales data from multiple systems, and executing ad-hoc procedures for system maintenance.

This position requires strong analytical skills, excellent problem-solving abilities, meticulous attention to detail, and the ability to communicate effectively with both internal and external stakeholders, including Japanese-speaking counterparts. The position operates on a 24/7/365 rotating shift schedule, requiring on-site work in a designated project room at our headquarter Vacancies : 1 SDA Key Responsibilities: Request Fulfillment: Receive and respond to inquiries and requests from the centralized service desk via email and the incident management tool, providing timely and effective resolution within established service level agreements (SLAs).

Troubleshooting

Diagnose and resolve technical issues related to the ADP system and sales data processing, following established standard operating procedures (SOPs) and manuals.

System Maintenance

Perform ad-hoc procedures for system maintenance, including data cleanup, report generation, and other tasks as needed to maintain optimal system performance.

Reporting

Generate regular reports on system performance, data quality and other relevant metrics for stakeholders.

Communication

• Communicate effectively with internal teams and external stakeholders, particularly Japanese-speaking counterparts, providing clear and concise updates on issue resolution and system status.

Collaboration

Work collaboratively with other region members to resolve complex issues and improve overall system performance and data quality.

Qualifications

Demonstrated ability to carefully follow detailed instructions and operational manuals. Experience with incident management tools for example Service Now Excellent problem-solving and analytical skills with meticulous attention to detail.

• Excellent written and verbal communication skills in Japanese. (N1 or N2) Ability to work independently and as part of a team. Ability to work effectively under pressure and manage multiple priorities.
• Ability to work a rotating shift schedule, including weekends and holidays. Work exclusively on-site in a designated project room in HQ Training will be provided to successful candidates
• Mandatory