Role Overview

The Japanese Service Desk Analyst provides first-line technical support and application assistance to internal and external users across multiple communication channels. This role is responsible for managing incidents and service requests, troubleshooting technical issues, and ensuring timely resolution in accordance with established service levels.

The position requires strong customer service skills, technical troubleshooting capabilities, and proficiency in both English and Japanese to support a diverse user base in a fast-paced, service-oriented environment.

Key Responsibilities

Technical Support & Incident Management

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  Provide technical support and application assistance through phone, email, and customer support platforms.
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  Manage, prioritize, and resolve incidents and service requests while meeting established service level agreements (SLAs).
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  Troubleshoot software, application, and system-related issues, identifying root causes and implementing appropriate solutions.
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  Escalate unresolved or complex issues to higher-level support teams following established procedures.
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  Utilize IT service management (ITSM) tools to track, manage, and document support activities.

Customer Service & Communication

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  Deliver professional and customer-focused support experiences through effective communication and problem resolution.
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  Manage customer expectations regarding response times, resolution timelines, and service updates.
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  Provide clear and accurate status updates throughout the incident lifecycle.
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  Adapt communication style to suit both technical and non-technical audiences.
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  Demonstrate empathy, active listening, and professionalism during all customer interactions.

Service Delivery & Operational Excellence

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  Manage support tickets from initial logging through resolution and closure.
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  Ensure accurate documentation of incidents, service requests, troubleshooting steps, and resolutions.
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  Contribute to knowledge base articles and support documentation to improve service efficiency and consistency.
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  Identify recurring issues and potential major incidents, escalating trends and risks to management when necessary.
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  Support continuous improvement initiatives through process enhancements, automation ideas, and knowledge-sharing activities.

Technical Troubleshooting

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  Perform first-level troubleshooting across a variety of software applications, systems, and end-user technologies.
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  Support authentication, connectivity, and application-related issues.
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  Assist users with cloud-based applications, enterprise systems, and managed service environments.
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  Utilize available tools, documentation, and technical resources to diagnose and resolve issues effectively.

Qualifications

Required

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  Minimum of 2 years of experience in IT support, service desk, end-user support, or a related technical support role.
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  Experience working in an SLA-driven support or service desk environment.
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  Proficiency with IT service management (ITSM) tools such as ServiceNow, BMC Helix, or similar platforms.
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  Strong troubleshooting, analytical, and problem-solving skills.
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  Excellent customer service orientation with the ability to balance technical support and customer experience.
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  Strong organizational skills with the ability to manage multiple priorities effectively.
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  Excellent verbal and written communication skills.
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  Fluency in English.
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  Professional proficiency in Japanese.
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  Willingness to work rotating shifts, including weekends and holidays.

Preferred

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  Associate’s or Bachelor’s degree in Computer Science, Information Technology, Information Systems, or a related field.
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  Relevant certifications such as ITIL Foundation, CompTIA, Microsoft Azure, or equivalent.
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  Basic knowledge or troubleshooting experience in:
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    Windows Operating Systems
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    Microsoft Office 365
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    Microsoft SQL
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    Multi-Factor Authentication (MFA)
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    VPN Technologies
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    Citrix Environments
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    Microsoft Azure
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    Active Directory
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    Microsoft Exchange Server
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  Experience supporting enterprise applications or cloud-based platforms.

Key Competencies

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  Technical support and troubleshooting
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  Incident and service request management
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  Customer service excellence
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  Communication and stakeholder management
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  Problem-solving and analytical thinking
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  Time management and prioritization
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  Documentation and knowledge management