Description

Responsibilities:

Excellence

Provide technical and general application function and feature support to internal and external clients via phone, email, and customer portals
Manage, triage, and resolve multiple incoming incidents and service requests by understanding client needs and meeting defined SLAs
Demonstrate comprehension of the configuration and use of various WTW technologies to support clients effectively
Assist in developing and improving standardized work processes, tools, and methodologies to enhance quality and customer experience
Apply efficient support delivery practices, combining structured problem-solving with strong people skills to drive faster and more consistent resolutions
Document solutions and known issues in the knowledge base, and contribute ideas for innovation and automation to promote a 5-star customer experience

People

Record, process, and manage incidents and service requests through to resolution, following agreed processes and procedures
Own client technical issues end-to-end, from initial report through resolution or escalation
Address client concerns related to ICT software products, SaaS platforms, and managed hosting services (MHS)
Communicate ticket status clearly, track progress, and escalate issues to next-level support when required
Utilize all available technical tools and resources, including ServiceNow and/or BMC Helix, to deliver effective and efficient support
Demonstrate strong soft skills, including active listening, empathy, and professionalism in all client interactions
Effectively manage call handling time, after-call work, and workload prioritization

Clients

Manage client expectations regarding response and resolution times
Triage, diagnose, and perform basic troubleshooting of software errors and failures; resolve incidents where possible or recommend appropriate remediation
Adapt communication style and content to different audiences, shifting between high-level context and technical detail as needed
Provide timely and accurate updates to clients via phone, email, or other communication channels

Financial

Resolve software and technical questions efficiently to minimize service disruption and operational impact
Identify potential major incidents or recurring problems and proactively highlight them to management
Escalate unresolved incidents in line with defined SLAs and operational thresholds
Achieve support-related productivity targets while maintaining service quality

Qualifications

Essentials/Must-Haves:

At least 2 years experience in an IT support, end-user support, or IT performance analysis role
Experience working in an SLA-driven Service Desk or support environment
Proficiency with BMC Helix, ServiceNow, or similar ITSM / ticket management tools
Strong written and verbal communication skills; ability to ask effective diagnostic questions and seek assistance when needed
Strong client service orientation with the ability to balance technical knowledge and customer experience
Excellent organizational, time management, and workload prioritization skills
Structured problem-solving ability and analytical thinking
Fluent in English
Proficiency in Japanese language (JLPT N1/N2 certified)
Willingness to work rotating shifts, including weekends and holidays

Preferred / Advantageous:

Associate's or Bachelor's degree in Computer Science, Information Systems, or a related field
ITIL Foundation, CompTIA, and/or Microsoft Azure certification
Basic knowledge and troubleshooting experience with technologies such as: Windows OS, MS Office 365, MS SQL, MFA and VPN, Citrix, Azure, Active Directory and Exchange Server
Experience supporting enterprise or cloud-based applications

IT Service Desk Analyst (Bilingual English/Japanese speaking)