Service Desk Analyst (Japanese/Korean Speaker)

This role will be to provide overall hardware/software support to employees and

incoming new hires. The position will assist in providing weekly reports, inventory

management, and other administrative tasks as needed.

Responsibilities:

Image and install software on Windows and Apple laptops/desktops, including

iMacs, ensuring proper configuration for new setups, system moves,

additions, and changes.

Provide remote software installation and support.

Troubleshoot and resolve post-deployment issues across multiple platforms,

including Windows, MacOS, and mobile devices. Install, maintain, and

troubleshoot printers.

Provide break/fix support as needed.

Oversee the disposal, redeployment, and reclamation of hardware assets.

Ensure all incoming equipment is properly tagged and entered the asset

management system.

Maintain an accurate inventory of hardware and provide weekly reports on

physical counts and outflows of equipment.

Coordinate shipping and logistics for hardware, ensuring timely deliveries and

returns.

Coordinate data backup processes and support data recovery efforts,

ensuring data integrity and availability.

Manage hardware refresh cycles, including warranty and out-of-warranty

repairs and replacements.

Collaborate with external suppliers and vendors to schedule repairs for

malfunctioning hardware.

Provide walk-up support for end users, addressing hardware and software

issues promptly.

Offer specialized support to executives (VIPs), ensuring minimal disruption to

their work.

Provide audio and video support, including system health checks and

troubleshooting.

Work with external vendors to coordinate dispatch and repair support,

ensuring timely resolution of hardware issues. Open, manage, and close

service requests.

Track and assign incidents, ensuring timely resolution in line with service level

agreements (SLAs).

Manage the classification, assignment, and tracking of requests to ensure

efficient completion.

Collaborate with cross-functional teams (e.g., HR, IT) to support the

onboarding process for new hires, ensuring seamless equipment provisioning

and setup.

Ensure that all hardware and software resolutions align with company

policies, standards, and best practices.

Qualifications:

Diploma/bachelor's degree in information technology/related field OR

equivalent experience.

3-5 years of IT experience, including technical training.

At least 2 years of experience in a Global Service Desk Team or similar

support role.

Strong knowledge of Windows and MacOS (including laptops). Experience

with Windows 10 imaging.

Basic understanding of networking (TCP/IP, Windows Networking, Ethernet).

Experience with networked printers (queue creation, server maintenance).

Familiarity with MS Office Suite (Word, Excel, PowerPoint, Outlook).

Experience using ITSM tools (e.g., Remedy, HP Service Center).

Knowledge of Active Directory and Exchange (user accounts, mailboxes,

distribution lists).

Remote desktop support (e.g., Bomgar, WebEx, SMS, Windows tools).

Experience supporting desktop/laptop computers, printers, and mobile

devices (PDA, Blackberry).

Support for various software (Adobe Acrobat, WinZip, browsers, VPN, etc.).

Strong written and verbal communication skills.