Role Overview
The Japanese Service Desk Analyst provides technical and application support to internal and external clients through phone, email, and service portals. The role is responsible for managing incidents and service requests from initial contact through resolution or escalation, while maintaining agreed service levels and delivering a high-quality client experience.
The role requires strong technical troubleshooting, structured problem solving, excellent client communication, and proficiency in both Japanese and English. The analyst will support enterprise applications, SaaS platforms, managed hosting services, and related end-user technologies.
Key Responsibilities
Service Desk & Technical Support
- Provide technical and general application support to clients through phone, email, and customer service portals.
- Receive, triage, diagnose, and resolve incidents and service requests within defined SLAs.
- Troubleshoot software errors, application issues, and basic technical failures, resolving issues where possible or recommending appropriate remediation.
- Support clients using enterprise applications, SaaS platforms, and managed hosting services.
- Apply knowledge of supported technologies, applications, and configurations to deliver effective technical assistance.
- Utilize available technical tools and resources to investigate and resolve reported issues.
Incident & Request Management
- Own client technical issues from initial report through resolution or appropriate escalation.
- Record, process, track, and manage incidents and service requests in accordance with established procedures.
- Provide clear and timely updates on ticket status, progress, expected resolution, and next steps.
- Escalate unresolved or complex issues to the appropriate next-level support team in line with defined SLAs and escalation thresholds.
- Identify potential major incidents or recurring problems and proactively communicate them to management or relevant support teams.
Client Experience
- Manage client expectations regarding response and resolution timelines.
- Communicate effectively with different audiences, adjusting the level of technical detail according to the client’s needs.
- Demonstrate active listening, empathy, professionalism, and a strong customer-service mindset in every interaction.
- Communicate with clients through phone, email, and other designated support channels.
- Balance technical resolution with a positive and consistent customer experience.
Service Improvement & Knowledge Management
- Contribute to the development and improvement of standardized support processes, tools, and methodologies.
- Document solutions, troubleshooting steps, and known issues within the knowledge base.
- Identify opportunities for innovation and automation that can improve service quality and support efficiency.
- Apply structured problem-solving and efficient support practices to achieve faster and more consistent resolutions.
Productivity & Service Performance
- Manage call handling time, after-call activities, ticket workload, and competing priorities effectively.
- Achieve established service desk productivity and performance targets while maintaining service quality.
- Resolve technical and software-related inquiries efficiently to minimize service disruption and operational impact.
- Maintain accurate and timely ticket documentation throughout the support lifecycle.
Required Qualifications & Experience
- At least 2 years of experience in IT support, end-user support, service desk, or a related IT support role.
- Experience working in an SLA-driven service desk or technical support environment.
- Hands-on experience using BMC Helix, ServiceNow, or a similar ITSM/ticket management platform.
- Strong written and verbal communication skills with the ability to ask effective diagnostic questions.
- Strong client service orientation with the ability to balance technical troubleshooting and customer experience.
- Strong organizational, time-management, and workload-prioritization skills.
- Structured problem-solving and analytical thinking skills.
- Fluent in English.
- Proficiency in Japanese.
- Willingness to work rotating shifts, including weekends and holidays.
Technical Skills
Basic knowledge or troubleshooting experience with some or all of the following:
- Windows OS
- Microsoft Office 365
- Microsoft SQL
- MFA
- VPN
- Citrix
- Microsoft Azure
- Active Directory
- Exchange Server
- Enterprise and cloud-based applications
- SaaS platforms
- Managed hosting services
- ITSM / ticket management platforms
Preferred Qualifications
- Associate’s or Bachelor’s degree in Computer Science, Information Systems, or a related field.
- ITIL Foundation certification.
- CompTIA certification.
- Microsoft Azure certification.
- Experience supporting enterprise-scale or cloud-based applications.