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Japanese Service Desk Analyst

WTW
2-4 Years
Taguig, Philippines
  • Posted 5 days ago
  • Be among the first 10 applicants

Job Description

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
  • 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
WTW is an Equal Opportunity Employer

More Info

Job Type:
Permanent Job
Industry:
Other
Function:
It Support
Employment Type:
Full time

About Company

Job ID: 151675107

Last Updated: 28-07-2026 10:20:05 AM
Homejobs in TaguigJapanese Service Desk Analyst

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