Japanese Service Desk Analyst

Location: Taguig, Manila

Shift & Set-up: Rotating Shift (but mostly APAC) & Hybrid (2-3x a week)

Key Responsibilities:

• Provide technical and general application function and feature support to internal and external clients via phone, email, and customer portals.
• Manage, triage, and resolve multiple incoming incidents and service requests by understanding client needs and meeting defined SLAs.
• Demonstrate comprehension of the configuration and use of various WTW technologies to support clients effectively.
• Assist in developing and improving standardized work processes, tools, and methodologies to enhance quality and customer experience.
• Apply efficient support delivery practices, combining structured problem-solving with strong people skills to drive faster and more consistent resolutions.
• Document solutions and known issues in the knowledge base, and contribute ideas for innovation and automation to promote a 5-star customer experience.
• Record, process, and manage incidents and service requests through to resolution, following agreed processes and procedures.
• Own client technical issues end-to-end, from initial report through resolution or escalation.
• Address client concerns related to ICT software products, SaaS platforms, and managed hosting services (MHS).
• Communicate ticket status clearly, track progress, and escalate issues to next-level support when required.
• Utilize technical tools and resources, including ServiceNow and/or BMC Helix, to deliver effective and efficient support.
• Demonstrate strong soft skills, including active listening, empathy, and professionalism in all client interactions.
• Effectively manage call handling time, after-call work, and workload prioritization.
• Manage client expectations regarding response and resolution times.
• Triage, diagnose, and perform basic troubleshooting of software errors and failures; resolve incidents where possible or recommend appropriate remediation.
• Adapt communication style and content to different audiences, shifting between high-level context and technical detail as needed.
• Provide timely and accurate updates to clients via phone, email, or other communication channels.
• Resolve software and technical questions efficiently to minimize service disruption and operational impact.
• Identify potential major incidents or recurring problems and proactively highlight them to management.
• Escalate unresolved incidents in line with defined SLAs and operational thresholds.
• Achieve support-related productivity targets while maintaining service quality.

QualificationsMust-Have / Essentials

• At least 2 years experience in an IT support, end-user support, or IT performance analysis role.
• Experience working in an SLA-driven Service Desk or support environment.
• Proficiency with BMC Helix, ServiceNow, or similar ITSM / ticket management tools.
• Strong written and verbal communication skills; ability to ask effective diagnostic questions and seek assistance when needed.
• Strong client service orientation with the ability to balance technical knowledge and customer experience.
• Excellent organizational, time management, and workload prioritization skills.
• Structured problem-solving ability and analytical thinking.
• Fluent in English.
• Proficiency in Japanese language.
• Willingness to work rotating shifts

Preferred / Advantageous

• Associate’s or Bachelor’s degree in Computer Science, Information Systems, or a related field.
• ITIL Foundation, CompTIA, and/or Microsoft Azure certification.
• Basic knowledge and troubleshooting experience with Windows OS, MS Office 365, MS SQL, MFA and VPN, Citrix, Azure, Active Directory, and Exchange Server
• Experience supporting enterprise or cloud-based applications.

Non-Negotiable Requirements

• Service Desk / IT Support experience in an SLA environment.
• Strong customer service and communication skills.
• Proficiency with ITSM tools and core troubleshooting.
• Preferably JLPT N1 certified; N2 certifications are acceptable but candidates will undergo an additional language assessment.
• Technical background is preferred; non-technical profiles may proceed if they demonstrate willingness to learn technology.
• Japanese language proficiency is the priority.

Pay: Php120,000.00 - Php160,000.00 per month

Benefits:

• Company Christmas gift
• Company events
• Flexible schedule
• Health insurance
• Life insurance
• Opportunities for promotion
• Paid training
• Promotion to permanent employee

Work Location: Hybrid remote in Taguig