Service Desk Analyst with JLPT N3 certification

Customer Support & Incident Resolution: Provide first-line IT support through phone, email, chat, and web sessions. Gather and document relevant information from customers, using support tools and additional resources as needed. Accurately log all incidents, requests, and troubleshooting steps in the ticketing system. Resolve basic technical issues and escalate complex issues per SLA guidelines. Service Excellence & Communication: Maintain high levels of customer service 24/7/365 (multiple shifts). Ensure timely triage and escalation of issues per SLA requirements. Communicate ticket status updates to users at key intervals. Build positive relationships with customers through professional and proactive support. Process Adherence & Knowledge Management: Follow established policies, processes, and procedures while identifying areas for improvement. Document resolutions and contribute to knowledge base updates. Assist in cross-training team members on quick fixes and troubleshooting steps. Technical Competence: Support multiple clients with professionalism and insight. Maintain working knowledge of data and voice network concepts. Adhere to ITIL best practices and service management standard , Education College degree or 2 years of experience in an IT service desk environment. Certifications ITIL Foundation Certification (preferred). Work Experience Experience supporting customer incidents, requests, and problems in an IT environment. Prior IT Service Desk Experience Preferred. Specialized Knowledge, Skills, and Abilities Excellent customer service and communication skills (written & verbal) both in English and Japanese Japanese proficiency level of JPLT N3 or above Knowledge of MS Windows, MS Office, and ServiceNow. Ability to prioritize and multitask effectively in a high-paced environment. Strong problem-solving skills and ability to work within defined methodologies. Ability to work independently and in a team-oriented environment. Show more Show less