Japanese Bilingual Service Desk & BSE (Talent Pool- PH)
Fujitsu ·
- Category
- Support
- Company size
- 1000+
Fujitsu is building a talent pool in the Philippines for Japanese Bilingual Service Desk & BSE professionals who serve as the first point of contact for IT support and bridge Japanese-speaking users with technical teams. Day-to-day work involves troubleshooting hardware/software issues, managing tickets to SLAs, and translating business and technical requirements in Japanese and English.
Purpose of Recruitment:
We are building a talent community of Japanese Bilingual Service Desk & BSE professionals for future opportunities with Fujitsu in the Philippines. By joining our pool, you’ll stay connected with us and be among the first to learn about openings that match your skills. Fujitsu is committed to creating a sustainable world through innovation and digital transformation, and we invite you to be part of this journey.
Role Purpose:
The Japanese Bilingual Service Desk & BSE serves as the first point of contact for IT support needs while acting as a bridge between Japanese-speaking stakeholders and technical teams. This role delivers responsive, consistent, reliable, and customer-focused support to ensure smooth day-to-day operations.
As the face and voice of the service experience, the role holder builds trust by resolving incidents, handling service requests, providing user guidance, and ensuring clear communication of technical and business requirements between users and delivery teams.
Key Accountabilities:
Technical Capability
Provide support for standard technical queries related to hardware and software, troubleshoot issues, and ensure effective resolution. Translate and clarify technical concerns between Japanese users and support teams when needed.
Customer Experience
Deliver a customer-centric experience by providing clear, professional support in Japanese and English. Build trust through active listening, accurate communication, and ownership of user concerns from resolution to follow-up.
Bridge / Coordination (BSE Function)
Act as a liaison between Japanese clients/users and internal technical teams. Translate business and technical requirements, facilitate smooth communication, and support coordination of incidents, requests, and minor project activities.
Innovation
Continuously improve service delivery by leveraging tools, automation, and emerging technologies. Contribute ideas to enhance efficiency, user experience, and service desk operations.
Business Awareness
Understand the customer’s business environment and priorities to align IT support and communication with business impact and expectations.
Process
Follow established service desk and coordination processes while ensuring accurate documentation of tickets, translation notes, and actions taken. Identify opportunities for process improvement.
Problem Solving
Take ownership of incidents and service requests, resolve issues within agreed timelines, and escalate complex concerns when needed. Support teams by clarifying requirements and ensuring accurate issue understanding.
Security Awareness
Adhere to IT security policies and ensure proper handling of sensitive information while supporting users and communicating across teams.
Service Level
Maintain awareness of SLAs and ensure timely resolution of issues, proper prioritization, and consistent service delivery.
Team Working
Collaborate effectively with local and global teams, fostering strong working relationships across stakeholders and ensuring seamless communication.
Continuous Improvement
Actively contribute to service improvements, knowledge sharing, and initiatives that enhance efficiency and support quality.
Personal Development
Take ownership of continuous learning, especially in technical skills, Japanese language proficiency, and bridge/coordination capabilities.
Skills / Knowledge / Experience:
Skills:
- Japanese and English communication (verbal and written)
- Technical troubleshooting
- Stakeholder coordination / bridging
- Customer orientation
- Multitasking and time management
- Attention to detail
- Team collaboration
Knowledge:
- Hardware and software fundamentals
- IT service management (ITSM tools)
- ITIL basics
- IT security principles
- Service delivery processes and SLAs
- Basic system development / project coordination concepts (BSE exposure)
- Emerging technologies (automation, AI)
Experience:
- IT Service Desk or technical support experience
- Experience supporting Japanese-speaking users or clients
- Exposure to coordination, translation, or bridge roles (preferred)
- Customer-focused support environment
- Process adherence and ticket management