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
