Country
Japan
Job Family
IT
At GfK, we are on a mission to drive sustainable growth for our people, our clients, and the world around us. We combine prescriptive insights and consulting expertise to analyze, explain and predict what is happening in today’s fast-changing world.
Our employees, the shapers of tomorrow, are empowered to bring new bold ideas to life by connecting unique datasets, science, and digital research. We encourage innovation and offer global career and fast development opportunities. This is why the world’s largest companies and leading brands know GfK as their trusted partner.
Job Description
At GfK, we are on a mission to drive sustainable growth for our people, our clients, and the world around us. We combine prescriptive insights and consulting expertise to analyze, explain and predict what is happening in today’s fast-changing world.
Our employees, the shapers of tomorrow, are empowered to bring new bold ideas to life by connecting unique datasets, science, and digital research. We encourage innovation and offer global career and fast development opportunities. This is why the world’s largest companies and leading brands know GfK as their trusted partner.
Mission of the Role
- Working as part of the Global Support Function, providing exceptional customer experience to circa 11,000 GfK internal employees across EMEA, The Americas and APAC.
- Supporting office based GfK employees with Incidents and Requests related to company owned IT assets, peripheral devices, Operating system and Software
- Providing effective customer centric interface for GfK staff seeking Onsite IT support. Includes tracking incidents and requests, keeping customers advised on request status and progress.
Key Activities
- Seen as technical subject matter expert within the Service Support environment
- Ensure SLA compliance across Service Desk/Support teams/resources and act as first point of escalation for Customers for operational performance issues
- Ensure all activities undertaken by any member of the service support function to address the logged issues have been recorded within the Service Management Tool (Service Now).
- Undertake staff scheduling, monitoring, and performance management
- Respond to IT issues; hardware maintenance, software, networking, etc. and implement remote remedies as required.
- Assist with the implementation, and ongoing support of new software and features.
- Assist in the IT onboarding of new users.
- Ensure that asset information is reviewed and kept up to date.
- Walk customers through the problem-solving process, directing unresolved issues to the next level of support personnel.
- Provide accurate information on IT products or services.
- Ensure all tickets, problems, changes, and/or configuration items are updated in ServiceNow.
- Follow-up and update customer status and information.
- Pass on any feedback or suggestions by customers to the appropriate internal team.
- Identify and suggest possible improvements on procedures.
- Understand internal structures including key actors, decision-influencers and use this knowledge when formal structures do not work
- Recognize what is possible and not possible at certain times or in certain situations
- Identify and maintains regular contacts with main customers. Answer customers’ queries promptly and follow up on them until satisfied
- Provide input to cost benefit analyses, risk analyses and development plans to take account of design decisions
- Working closely with specialist 3rd Line support teams to ascertain what activities can “shift left” to the Service Desk
- Creation, approval and regular review of Knowledge Base Articles
Key Interfaces
- GfK IT Services teams
- Regional IT Head
- Global Service Desk
- Business (supporting all levels)
Required skills
- Proactive and clear communication
- Customer focused and driven to provide a consistent high level of support
- Able to work independently with some individual responsibility
- Guides others within own area of expertise
- Good working knowledge of ITIL processes
- Identifies and improves activities within own role
- Able to work independently with high individual responsibility of complex topics
- Analyse relationships amongst several parts of a problem or situation. Identify alternative solutions and think through consequences of actions
- Proven experience leading and line managing a team
- Guides and influences others within own area of expertise
- Develops and improves activities within own role
- 2nd Line Support Experience
- Knowledge of PC and laptop hardware
- Experience supporting Windows OS, Apple OS, iOS, Office 365
- Good knowledge of Microsoft SCCM
- Solid understanding of Active Directory and Group Policy management
- A thorough understanding of network concepts
- Service Now IT System Management tool
Desirable skills
- Experience working in a global support environment
Typical Education and Work Experience required
- At least 5 years’ experience working in an IT Support role, some of which at a senior level
- High school diploma or equivalent
Onsite IT Support Engineer – additional tasks
- Local Break fix activities as assigned by the Service Desk
- Delivery of support for any walk up appointments (Tech Bar)
- Warm handover from the Service Desk for Chat, phone support in local language
- Hardware commissioing of new equipment, Imaging of returned, failed hardware
- Local application, print and AV Support
- Plus any additional identifeid onsite support duties
We are looking for a passionate individual who takes pride in their work and is also open to mentoring/developing others in terms of best practise and modern approaches. We offer an exciting work environment that brings people together, encourage an entrepreneurial and innovative spirit and make use of the latest digital technologies. We are looking for self-starters, who accept challenges and create solutions.
Can there be a better place to take centre stage in the digital revolution? We are excited to get to know you!
Don't meet every single requirement? Some people are less likely to apply unless they meet all the requirements listed in a job specification. GfK is looking for self-starters to join our innovative team keen to take on a new challenge. So, if you're excited about this role but your skills and experience don't align perfectly with every requirement we've listed, we still encourage you to apply. You may be just the right candidate for this or other roles.
We are an ethical and honest company that is wholly committed to its clients and employees. We are proud to be an inclusive workplace for all and are committed to equal opportunity in employment which focuses on all of our employees reaching their full potential. We are looking forward to meeting you!
