Service Desk Agent (Japanese Speaking)

Key Responsibilities:

• Provide L1 IT support via phone, email, chat, and ServiceNow.
• Troubleshoot and resolve hardware, software, network, access, and general IT issues.
• Support Japanese-speaking users and communicate effectively in Japanese and English.
• Manage incidents and service requests according to defined SLA/KPIs.
• Escalate critical and complex issues to regional/global IT teams.
• Support IT outages and crisis situations, including user communication and service restoration testing.
• Handle user onboarding/termination and access-related processes.
• Perform UAT and support IT process improvement projects when required.
• Maintain accurate incident records and contribute to IT knowledge-base documentation.
• Collaborate with global IT teams to improve user experience and service quality.

Requirements:

• Bachelor's degree in IT, Computer Science, Computer Engineering, Business Administration, Arts or related field.
• Experience 3-5 years in IT Service Desk, Help Desk, Technical Support, or IT Support.
• Experience with ServiceNow or ITSM tools is preferred.
• Strong troubleshooting and problem-solving skills.
• Fluent Japanese and good English communication skills.
• Strong customer service and communication skills.
• Comfortable working with international and multicultural teams.
• Able to work under pressure and handle critical IT incidents.