IT Technical Helpdesk (ICS) - Japanese speaker

Job summary

The role involves managing IT services for clients to keep their systems running smoothly by identifying and resolving technical issues. The focus is on providing first-line support for simple incidents and service requests.

Job responsibilities:

• Respond to calls /emails/chats received from customer and address the customer needs or route the request accordingly
• Provide technical support on operational or maintenance of a personal computers/Applications/ other products/peripherals using documented procedures and available tools
• Routinely identify common incidents and opportunities for avoidance as well as general opportunities for incident reduction
• Investigate first line incidents assigned and identify the root cause of incidents and problems
• Use appropriate troubleshooting techniques by using the relevant FAQs and tools to identify and isolate the defects and follow guidelines on dispatching onsite engineer, if need arises
• Responsible to meet customer SLAs agreed in place
• Responsible for setting customer expectation and escalate issues in case of need/process related to the higher level to resolve the issue to the customer's complete satisfaction
• Appropriately log all calls accurately in helpdesk database/ CRM /ticketing system for proper customer management
• Monitors client infrastructure and solutions

Job requirements:

• Diploma/ degree holders preferably in IT/ Computer Science - open to consider fresh graduates
• Minimum 1-2 years of related IT helpdesk/ customer service working experience is highly preferred but not a must
• Basic IT Skill; using PC on daily basis

Language requirements:

• For non-native (local / Japanese-speaking candidates): Advanced to fluent level in Japanese language (reading, writing & speaking, minimum JLPT N3 is required)

• For Japanese native candidates: Intermediate to business level English

Qualified and interested candidates can apply by clicking the button below or sending your updated resume to [email protected].

Consultant in charge of the role:

Cindy Ng
Recruitment Consultant
WhatsApp no: +60 12-505 9127