Service Desk Analyst – Japanese Speaker

Key Responsibilities:

• Handling Incoming Support Requests: Answer user inquiries via phone, email, chat, or in person.

• Document and categorize incoming requests, ensuring accurate tracking and resolution. Prioritize and manage incoming IT service requests.

• Troubleshooting and Problem Solving: Diagnose and resolve common technical issues, including software, hardware, and network problems.

• Provide clear and concise instructions to users on how to resolve their issues.

• Escalate complex issues to higher-level support teams when necessary.

• User Support and Communication: Provide excellent customer service and build positive relationships with users.

• Maintain clear and consistent communication with users throughout the issue resolution process. • Provide training and guidance to users on IT systems and procedures.

• Documentation and Knowledge Management: Maintain accurate records of all interactions and resolutions in a ticketing system.

• Contribute to the knowledge base by documenting solutions and best practices. Ensure that IT documentation is up-to-date and accurate.

• Other Duties: Assist with software installations, upgrades, and maintenance.

• Manage user accounts and access permissions.

• Monitor IT infrastructure and identify potential issues.

• Participate in the organization's change management process.

• Stay up-to-date with the latest IT technologies and trends.

Skills and Qualifications:

• Technical Skills: Proficiency in troubleshooting common IT issues.

• Knowledge of operating systems (Windows, macOS, Linux).

• Familiarity with network protocols and hardware.

• Experience with IT service management (ITSM) tools.

• Soft Skills: Excellent communication skills (written and verbal).

• Strong customer service skills. Problem-solving and analytical skills.

• Ability to work independently and as part of a team.

• Ability to handle stressful situations and maintain composure.

• Education and Experience: Associate's or bachelor's degree in IT or a related field is preferred.

• Relevant certifications (e.g., CompTIA A+, ITIL) can be beneficial.

• Experience in a customer service or IT support role is often required.

• Ability to understand, speak, read and write in Japanese and English is required