About the job
Join our dynamic team as a Senior IT Operations Specialist!
We are looking for a talented and experienced individual who is Korean bilingual and possesses a strong foundation in enterprise IT along with a deep understanding of business culture. In this role, you will play a vital part in managing and supporting a variety of operating systems including Windows, Mac, and Linux.
Key Responsibilities:
- Serve as the primary point of escalation for IT requests and incidents, ensuring prompt resolution of urgent and complex support issues.
- Enhance and develop phone and ticket escalation processes to facilitate smooth information flow within the IT Operations team.
- Analyze daily ticket trends and develop strategies for continuous improvement.
- Provide comprehensive reports on key performance indicators (KPIs) and trends, utilizing Zendesk ITSM, both on a regular and as-needed basis.
- Monitor IT communication channels including Slack, MS Teams, and email to ensure timely responses to inquiries.
- Support VIP clients, including over 70 corporate executives, with dedicated technical assistance.
- Review and approve purchase orders and survey feedback to enhance service delivery and client satisfaction.

