Service Desk Analyst (Japanese Speaking)

Job Responsibilities:

• Acting as a first point of contact to support users reporting issues, requesting information, access, or other services.
• Providing technical voice L1 support to global end users.
• Ensuring correct logging of tickets in the ITSM ticketing tool, categorizing, and prioritizing them in line with ITIL standards.
• Ensuring all tickets are progressed & cleared within SLA – escalating to other internal and external teams as appropriate.
• Managing tickets through their entire lifecycle from the first point of contact through to resolution, proactively.
• Keeping the end user informed of progress.
• Diagnosing and resolving issues to the user satisfaction.

Job Requirements:

• Possess a Bachelor's degree in Computer Science/ Information Technology/ Computer Network/ Engineering or any related studies.
• MS Outlook - know how to configure user outlook, mapping accounts and tackle issues like outlook freeze, crashing etc.
• Remote Assisting Tool - know the use of any remote assisting tools like VNC, Any desk team viewer, Bomgar etc.
• Troubleshooting IT related issues - like PC working slow, machine not getting IP address, internet not working, outlook getting frozen, operating system related issues, MS Teams, VPN client etc.
• ITSM Ticketing Tool - should have worked on any ITSM ticketing tool like BMC Remedy, Service Now or SMAX, etc.
• Must be willing to work in 24*5 in technical voice end user support.
• Related to Active Directory - like creating, deleting, updating user accounts
• MS O365 - creating users, managing SMB (shared mailbox), DL (distribution lists), assigning licenses, etc.
• Proficient in Japanese language.
• Having relevant experience of 2-3 years in technical helpdesk (Japanese) domain.
• Highly self-motivated and directed, with keen attention to detail
• Additional working hours as required.