Service Desk Analyst(Japanese Speaker)

*Job Title: Service Desk Analyst/ Technical Support Engineer*

*Location: KL,Malaysia*

*Shift: Monday-Friday*

*Role Overview*

The Service Desk Analyst – Level 1 provides first-line technical support to end users, ensuring timely resolution of IT issues in a fast-paced service environment. This role involves troubleshooting hardware and software problems, managing access rights, and delivering high-quality customer service across multiple communication channels.

*Key Responsibilities*

* Provide first-line support for IT-related issues including software, hardware, and network problems (PCs, laptops, printers, iPhones, iPads).

* Receive, log, and manage incidents and service requests via phone, email, and chat.

* Record all interactions in Service Desk tools such as BT and ServiceNow.

* Diagnose and resolve technical issues, escalating unresolved cases to appropriate support teams.

* Ensure high levels of customer satisfaction by adhering to service management principles.

* Manage and prioritize ticket queues effectively to meet SLAs and KPIs.

* Support user account management tasks (e.g., access rights, permissions, password resets).

* Install and configure packaged software using remote tools (e.g., LogMeIn, Workspace ONE).

* Troubleshoot Microsoft O365 issues including permissions, delegation, and calendar sharing.

* Utilize Active Directory for user and group management.

* Provide regular updates and follow-ups on open tickets.

* Collaborate with internal teams using communication tools such as Outlook and instant messaging.

* Identify recurring issues and contribute to service improvement initiatives.

* Maintain accurate documentation and provide feedback to improve knowledge base content.

* Ensure compliance with company policies, security standards, and procedures.

* Maintain up-to-date technical knowledge and adapt to new technologies.

*Required Skills & Experience*

* Minimum 2 years of experience in IT Service Desk or Technical Support.

* Strong knowledge of Microsoft Windows (Windows 7, 10) and Office 365.

* Experience with Active Directory (user accounts, groups, access control).

* Familiarity with ServiceNow (ITSM) is an advantage.

* Basic troubleshooting knowledge of iOS devices and Mac operating systems.

* Understanding of network and security fundamentals is a plus.

* Excellent analytical and problem-solving skills.

* Strong communication and customer service skills.

* Language Requirements

* Proficiency in Japanese (mandatory).

* Good command of English (preferred).

*Qualifications*

* 2–4-year degree in Information Technology or a related field.

* Microsoft and/or Apple certifications are desirable.