Japanese IT Service Desk Analyst

We are looking for a proactive and customer-focused IT Service Desk Analyst with strong Japanese proficiency to join our team and will be the first point of contact for end-user technical issues. The ideal candidate should have excellent problem-solving skills, strong customer service orientation, and the ability to communicate technical solutions effectively in both English and Japanese.

• Serve as the initial point of contact for IT support requests via phone, email, and tickets, assisting users in both Japanese and English.

• Provide first-line troubleshooting for hardware, software, network, and application-related issues.

• Collaborate with team peers to provide best-in-class customer service for aligned task.

• Escalate complex or unresolved issues to the appropriate L2 or L3 support teams, following internal procedures.

• Monitor service desk queues and prioritize requests based on urgency and impact.

• Diagnoses and resolves advanced IT related issues-software, O365 and Windows operating systems.

• Assist with password resets, account lockouts, other user account management and Active directory / ARS platform knowledge.

• Assist with software installations and updates, ensuring systems are up-to-date and secure; configure, and maintain hardware devices such as desktops, laptops, printers, and mobile devices.

• Assist with basic network troubleshooting, including connectivity issues, VPN access, and Wi-Fi problems.

• Document and track incidents and service requests in the ticketing system, ensuring accurate details and timely updates.

• Have 2-7 years of experience in Service Desk / Technical Support (L1).

• Fluency in Japanese (JLPT N2/JLPT N1/BJT J1+), and English both verbal and written, with the ability to explain technical issues to non-technical users.

• Provide support through Calls, Emails and self service tickets.

• Excellent customer service skills to support Global customers.

• Experience with advanced Active Directory, O365, software installation, Printers and other standard applications.

• Experience with tools like ServiceNow, Genesys, BeyondTrust (Bomgar).

• Familiarity with networking concepts such as TCP/IP, DNS, DHCP, VPN, and Wi-Fi.

• Should have a basic understanding of Major Incident Management (MIM), good knowledge of ticketing systems (e.g., ServiceNow).

• Strong problem-solving and troubleshooting skills.

• Ability to work independently and as part of a team in a fast-paced environment.