社内SE（ヘルプデスク企画）

Job Description

PayPay Card is seeking a 社内SE（ヘルプデスク企画）to lead its Helpdesk team. This role is within the Information Systems Department, which is responsible for providing a stable IT environment for employees. The Helpdesk team plays a crucial role in ensuring smooth operations by addressing internal IT inquiries and issues promptly and effectively.

The 社内SE（ヘルプデスク企画） will be responsible for improving the helpdesk system, standardizing processes, and leading the team. The ideal candidate will have experience in IT helpdesk, team management, and a passion for problem-solving using technology.

Responsibilities:

• Building and improving the internal IT helpdesk system (rule maintenance, standardization)
• Designing business processes, building and operating knowledge bases and FAQs
• Improving the quality and optimizing the speed of response to inquiries
• Introducing and designing the operation of IT support tools such as AI chatbots and ticket management tools
• Analyzing the number and trends of inquiries, and planning and implementing recurrence prevention measures
• Optimizing the response system by collaborating with other departments
• Designing KPIs and promoting a continuous business improvement cycle

Requirements:

• 3+ years of experience in internal IT helpdesk operations
• Experience in business improvement and standardization related to IT inquiry response
• Management experience as a team leader or sub-leader
• Experience in operating ticket management and knowledge sharing tools
• Communication and negotiation skills with internal users

The role offers:

• Opportunity to plan/improve the support system itself and contribute to improving the productivity of the entire company
• Ability to lead the creation of a system for reproducible operation by preventing the specialization of operations
• An environment where you can work on solving problems by making full use of technology such as AI tool utilization and automation
• Ability to gain cross-sectional experience while interacting with many departments as the first point of contact for IT within the company