We're looking for a Japanese Service Desk Analyst to join a global IT support team. If you have experience providing technical support in a fast-paced environment and are passionate about delivering excellent customer service in Japanese and English, we'd love to hear from you.
Key Responsibilities
- Provide Level 1 IT support to end users via phone, email, and chat.
- Diagnose and resolve hardware, software, network, and account-related issues.
- Log, track, and manage incidents and service requests using an ITSM tool.
- Meet service level agreements (SLAs) while delivering exceptional customer service.
- Escalate complex issues to the appropriate support teams.
- Create and maintain accurate documentation of support activities.
Qualifications
- Experience in Service Desk, Help Desk, or IT Technical Support within an SLA-driven environment.
- JLPT N1 certification is highly preferred.
- JLPT N2 candidates are welcome to apply.
- Strong Japanese communication skills, particularly in Keigo (business Japanese).
- Strong customer service, communication, and problem-solving skills.
- Hands-on experience with ITSM tools (e.g., ServiceNow, Remedy, Jira Service Management, or similar).
- Solid understanding of Windows, Microsoft 365, Active Directory, VPN, password resets, and basic network troubleshooting.
- Willing to work rotating shifts and a hybrid schedule in Taguig.
