J-IMS System Support

To support the J-IMS system users, IOM is seeking a partner to provide a comprehensive support team of agents capable of assisting global users with their queries and system access concerns. The following are key services:

• Help Desk Support: Offer a dedicated help desk team to address user queries, issues, and technical problems promptly.

• Log all calls and emails into the IOM Helpdesk system or forward them to Q&A desk of the government of Japan.

• Follow up with calls and emails, providing timely responses to user queries.

• Provide service five days per week, fourteen hours per day(08: to 22:00 Japan time zone)

• Monitor system performance to proactively offer support.

• Provide service in the following languages: a. a. English b. b. Japanese c. c. Mandarin d. d. Cantonese