We are looking for a highly motivated Service Desk professional to deliver exceptional service to both internal and external stakeholders. This role is integral in ensuring seamless operations by providing high-quality technical assistance and resolving complex IT-related issues efficiently.

You will serve as a key point of contact for troubleshooting and support, handling escalations, and ensuring timely resolution of technical concerns across systems, applications, and hardware environments.

Key Responsibilities

Diagnose, troubleshoot, and resolve complex issues related to desktop hardware, software, and systems
Manage and respond to escalated technical incidents, including identifying system bugs, design flaws, and performance issues
Provide support for highly technical and sophisticated products, including customer installations and user training
Perform IMAC (Install, Move, Add, Change) activities and support data backup and restoration as required
Ensure all service requests and incidents are resolved within defined Service Level Agreements (SLAs)
Collaborate across teams and stakeholders to ensure proper ownership and resolution of issues
Maintain documentation and provide insights into recurring technical problems to improve overall system reliability
Develop strong familiarity with local and regional infrastructure and escalation pathways

Work Setup: Hybrid (Onsite once per month)

Work Schedule: Day Shift

Key Requirements

Fluent in both English and Japanese (written and spoken)
Proven customer support experience with a strong service-oriented mindset
Strong active listening and communication skills, with the ability to adjust to different customer needs
Ability to multitask effectively in a fast-paced environment
Strong analytical and problem-solving capabilities
High sense of urgency with a proactive approach to knowledge sharing
Team-oriented with a collaborative mindset
Certified in Japanese Language Proficiency (JLPT)

Experience Required

At least 2 years of experience in Application Support / Service Desk
At least 2 years of hands-on troubleshooting experience in a professional environment

Technical Skills

Solid experience supporting Windows and macOS environments

Bilingual (Japanese Speaker) Helpdesk