IT Helpdesk Support - Tokyo

Careers at Bloomberg

Tokyo

Posted Apr 17, 2017 - Requisition No. 58078

Our Team:

Our Global Information Systems Group (Infosys) is responsible for designing, deploying, and supporting Bloomberg’s internal IT systems, including our global corporate network, and the hardware and software to support nearly 19,000 employees in more than 170 offices around the world. We are also responsible for the audio-visual technology in all of Bloomberg’s public spaces (including training and conference rooms), that host more than 500,000 visitors to Bloomberg offices each year.

Our employees rely on the technology solutions and support Infosys provide to do their jobs in a fast-paced, highly-demanding, technology-focused environment. We are a close-knit, hardworking team organized into 6 groups: Service Desk, Desktop Technicians, Infrastructure, Audio-Visual, Corporate Security, and Mobile Technology. Each of these groups develop, deploy and rely upon a complex set of proprietary and third-party systems to deliver the services we provide, and those systems are the key to understanding where we are doing our jobs well, and where we need to improve.

For example, our 19,000 employees generate more than 320,000 service requests each year through a ticketing system that drives both human and automated services—from software downloads to a Desktop dispatch. We handle approximately 400+ software titles, as well as monitor and implement security for the entire corporate network that consists of 28,000 PCs, 50,000 screen displays and 120,000 network connections.

The Role:

The Global Helpdesk team is absolutely crucial to the smooth operation of the internal IT support at Bloomberg LP. Since we manage the frontline for Information Systems, each team member globally is responsible to ensure the proper routing of tickets from our Businesses, internal tracking / automated system response, etc. The IT Helpdesk Support staff is expected to establish a strong relationship with other members of the Global Helpdesk and Technician team. At times you will be asked to assist on the Mobile Technology & Technician business areas.

Support is coordinated via Ticketing System, Phone calls or Instant Message. The role will be mainly providing remote support to our employees in the APAC, AMER & EMEA regions during business hours. You will receive full training on the Bloomberg software and internal ticketing systems upon joining.

We’ll trust you to:

  • Provide remote IT support to all our Internal Employees (who are working onsite or remotely)
  • Provide excellent levels of customer service
  • Multitask as you work through your daily routines
  • Present ideas in user-friendly tone to non-technical employees
  • Ensure you follow our policies, procedures, documentation and training programs
  • Have excellent spoken and written communication skills in English. Understanding Japanese is an added plus but not a requirement
  • Ability to work efficiently in a fast-paced, innovative environment demonstrating high energy, a sense of urgency and decisiveness

You'll need to have:

  • Demonstrated experience as Service Desk / Helpdesk Agent in an enterprise environment
  • Ability to troubleshoot and think through IT related problems logically
  • Understanding of the Windows operating system environment
  • Exposure to APAC region and knowledgeable of the Internal / External Business and Cultures
  • Strong soft skills and an ability to adapt & learn technical processes and procedures
  • Ability to shift gears and multitask
  • Effective time management skills and a positive attitude
  • Flexible schedule to work across time zones when needed
  • Ability to prioritize your own time
  • Strong sense of good customer service
  • Ability to work collaboratively as a team player

We'd love to see:

  • Exposure to Active Directory and networking
  • Mac OS X experience
  • Ability to work as part of a team as well as provide insight from a global perspective
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