End User Helpdesk 体制構築案件

For the project of Japanese retail company End User Helpdesk specialist is needed asap.

Office location: Osaka Umeda, Nakatsu, Juso and other nearby areas.

Tasks:

- Establishing Help Desk Team considering the resources and requirement, with the work flow and tools to monitor the KPI (Key Performance Indicator).

- Also the communication method needs to be prepared for Help Desk Team with Customers (Internal Users). 

- Infrastructure PMO will be required to organize vendors to build infrastructure and resolve issues occurring during this project.

- Discussion with the requestor (Probably executive Officer) about utilizing ITIL.

- Conclude what kind of application is necessary to raise and update Request or Incident.

- Conclude coverage for hourly, daily, weekly and monthly considering the resources, cost, budget and SLA.

- Clarify the escalation process if the incident or issues cannot be resolved.

Requirements: 

• Experience in projects involving employee transfers, corporate mergers or relocations, including experience of computer allocation and configuration changes. Or experience in similar projects (Helpdesk experience not required).
• Ability to know, understand, improve the help desk work flow.
• ITIL (Information Technology Infrastructure Library) knowledge (desirable).
• Experience participating in projects as a PM, PM assistant or PMO.
• Project Management Skills to set the target, plan, schedule, budget, resources, problem solving and so on.
• Experience that meets one of the following:

Experience working in an end-user information department or staff replacement;

Experience communicating with end users and preparing reporting documents on the Sier side.

• Japanese language working proficiency.

Team:

TA (Technologist Agent) employee and other partner consultants are involved in this big project. The organization may change depending on the project status. The specialist will report TA’s employee or the customer’s manager.

Others: no age restrictions.

Interview stages: 2-3 interviews in total are scheduled.

Working hours: 9:30-18:30 (weekends: Saturday, Sunday, holidays)

Start date: as soon as possible.