Japanese IT Service Desk Analyst

Company and job overview

Our client is an IT company.

Job Responsibilities

• Serve as the initial point of contact for IT support requests via phone, email, and tickets, assisting users in both Japanese and English.
• Provide first-line troubleshooting for hardware, software, network, and application-related issues.
• Collaborate with team peers to provide best-in-class customer service for aligned tasks.
• Following internal procedures, escalate complex or unresolved issues to the appropriate L2 or L3 support teams.
• Monitor service desk queues and prioritize requests based on urgency and impact.

Job Requirements

• Have 2-7 years of experience in Service Desk / Technical Support (L1).
• Fluency in Japanese and English, with the ability to explain technical issues to non-technical users.
• Provide support through Calls, Emails, and self-service tickets and should be willing to work in a 24/7 rotational shift environment.
• Excellent customer service skills to support Global customers.
• Experience with advanced Active Directory, O365, software installation, Printers, and other standard applications.

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