Japanese Service Desk Analyst

Qualification

• Must have N2 - N1 to native Japanese language fluency (with certification is an advantage)

• Experience in technical accounts is an advantage, but all domain industry experience is welcome

• Willing to learn and be trained in service desk methodologies

• Has good command in English language

• Experience dealing with international and global clients

• Willing to work in BGC, Taguig Cit on a Hybrid setup, rotational schedule (mostly APAC time zone)

Responsibilities

Provide first-level IT service desk support to Japanese-speaking users and international clients via phone, email, chat, or ticketing system.

Receive, log, prioritize, and monitor service requests and incidents, ensuring timely resolution or escalation.

Troubleshoot basic hardware, software, system, and access-related issues following established service desk procedures.

Communicate with Japanese-speaking users in Japanese and English to understand concerns and provide clear assistance.

Coordinate with internal IT teams and other support groups to resolve technical issues and service requests.

Maintain accurate documentation of incidents, troubleshooting steps, resolutions, and user interactions.

Follow service desk methodologies, standard operating procedures, and agreed service level targets (SLAs).

Escalate complex or unresolved issues to the appropriate technical teams while maintaining ownership and providing regular updates to users.

Support international and global clients across different regions and time zones, primarily within the APAC region.

Participate in training and continuous learning to improve service desk knowledge, technical skills, and customer service capabilities.