職位描述
日語技術(shù)支持工程師（Japanese Helpdesk Engineer)
Languages – Japanese, Chinese, English(Paper)
1. Analyst would be responsible for handling L1 issues reported with the Apps & Infra helpdesk, this may include, but not restricted to the following:
2. Receive calls, emails and web-tickets for end users and other Agency Service Desks / Help Desks, and create Incident tickets or Service Request tickets, logging all pertinent Information.
3. Tracking and classifying incoming incidents or service requests, attempting initially solutions.
4. Provides initial assessment of categorization and prioritization for reported Incidents and
5.Service Requests and provides initial support, targeting a higher level of first contact resolution
6. Ensures Incidents and Service Requests are properly escalated and assigned to appropriate support groups.
7. Perform hierarchical escalation to Service Desk Management and Incident Management
8. Provide communication to end users concerning the status of Incidents, Service Requests, and Changes
9. Compiles data through Incident entry that will be used for management information and reporting
10. Maintains ownership of Incidents, ensuring status update and resolution according to SLAs
11. Provide input to Service Desk Management regarding Continuous Improvement opportunities
12. Cooperating with both internal groups (Problem Management, second-line) and external support teams in order to redirect incidents properly.
企業(yè)介紹
受到創(chuàng)始人創(chuàng)業(yè)熱情的激發(fā),具有預(yù)見潛在市場機(jī)會的超強(qiáng)能力，HCL已經(jīng)成為技術(shù)領(lǐng)域的領(lǐng)跑者。1976年，在一個小車庫里孕育的遠(yuǎn)見卓識，在三十年后蛻變成為一家市值50億美元的全球科技企業(yè)。今天，HCL的軟件服務(wù)部門-HCL科技有限公司已成為一家經(jīng)營業(yè)務(wù)轉(zhuǎn)型、企業(yè)和客戶應(yīng)用程序、基礎(chǔ)架構(gòu)管理、業(yè)務(wù)流程外包和工程服務(wù)的領(lǐng)先供應(yīng)商。HCL利用其遍布26個國家的全球交付模式，提供行業(yè)解決方案，如金融服務(wù)業(yè)、制造業(yè)、航空與國防業(yè)、電信、零售和快速消費品、生命科學(xué)和保健、媒體娛樂、旅游、運輸及物流、汽車、能源與公用事業(yè)等。
HCL在過去的四年間實現(xiàn)了3次的增長證明了一個事實：其可在全球范圍內(nèi)實現(xiàn)業(yè)務(wù)改造的能力得益于其以客戶需求為核心的自我變革能力。這就是HCL擁有的全球公認(rèn)、獨特的管理模式。《時代》雜志稱HCL為“創(chuàng)新的動力室，在那里員工可以發(fā)揮無盡的創(chuàng)造力”。HCL的核心價值和其首創(chuàng)的“員工優(yōu)先”理念已經(jīng)領(lǐng)導(dǎo)HCL在許多前沿領(lǐng)域取得成功和榮譽，并且作為哈佛、倫敦商學(xué)院、達(dá)頓商業(yè)出版和最近大衛(wèi)湯姆遜的新書《邁向十億的藍(lán)圖-以指數(shù)增長的七要素》的研究案例。
目前，HCL的9萬名工作人員正緊鑼密鼓地與500多個具有遠(yuǎn)見的客戶合作，幫助他們轉(zhuǎn)變運行模式并啟動變革來改變商業(yè)經(jīng)營模式。
