Japanese Service Desk Specialist (L1 Support)
Job Title
Japanese Service Desk Specialist (L1 Support)
Position Summary
The Japanese-English Service Desk Specialist serves as the first point of contact for end users requiring IT and business application support. The primary responsibility of this role is to provide timely and effective customer service in both Japanese and English through phone, chat, email, and ticketing systems.
The role focuses on resolving incidents, service requests, and user inquiries using established Knowledge Base (KB) articles, standard operating procedures, and documented support processes. Issues that cannot be resolved at the first level will be accurately documented and escalated to the Senior Japanese Service Desk team for further investigation and resolution.
In addition to support activities, the specialist will perform administrative and operational tasks related to account management, documentation maintenance, ticket management, reporting, and process compliance.
Key Responsibilities
Service Desk Operations- Serve as the primary contact for Japanese-speaking users.
- Provide support via:
o Phone
o Email
o Live Chat
o IT Service Management (ITSM) tickets- Record, classify, prioritize, and track incidents and service requests.
- Resolve common incidents and requests using approved Knowledge Base articles and standard procedures.
- Maintain high levels of customer satisfaction and professionalism in all user interactions.
- Follow established service level agreements (SLAs) and operational procedures.
- Utilize Knowledge Base articles as the primary method for issue resolution.
- Identify gaps in existing documentation and recommend improvements.
- Contribute to the creation, review, and maintenance of knowledge articles.
- Promote first-contact resolution wherever possible.
- Escalate unresolved or complex incidents to Senior Japanese Service Desk personnel.
- Ensure all escalation tickets contain complete troubleshooting details and relevant information.
- Monitor escalated tickets and provide updates to users as required.
- Collaborate with senior support teams to ensure timely resolution.
- Translate user requirements, issues, and communications between Japanese and English.
- Facilitate communication between Japanese business users and global IT support teams.
- Translate support documentation, announcements, and procedures when required.
- Ensure accurate interpretation of technical and business-related information.
- Maintain accurate ticket documentation and case notes.
- Prepare operational reports and status updates.
- Perform data entry and other administrative duties as assigned.
- Assist with inventory, asset, and service management administration activities.
- Participate in team meetings and training activities.
- Suggest process improvements that increase efficiency and service quality.
- Support knowledge-sharing initiatives within the Service Desk organization.
- Maintain awareness of new systems, applications, and support procedures.
Required Qualifications
Education- Bachelor's degree in Information Technology, Computer Science, Business Administration, Languages, or equivalent experience.
- Experience in a customer service, service desk, helpdesk, call center, or technical support environment preferred.
- Experience supporting Japanese-speaking customers is highly desirable.
- Experience working with ticketing systems and knowledge bases is an advantage.
- Familiarity with IT Service Management (ITSM) tools such as ServiceNow or similar platforms.
- Basic understanding of:
o Microsoft 365
o Windows Operating Systems
o User account administration
o Password management
o Remote support tools- Ability to follow documented troubleshooting procedures.
- Strong documentation and ticket management skills.
Language Requirements
Mandatory- Fluent spoken and written Japanese.
- Fluent spoken and written English.
- JLPT N2 or N1 certification.
- Experience providing professional business communication in Japanese.
- Customer-focused mindset
- Excellent verbal and written communication skills
- Strong translation and interpretation abilities
- Attention to detail
- Problem-solving skills
- Ability to work independently and within a team
- Strong organizational and administrative skills
- Ability to multitask in a fast-paced environment
- Commitment to service excellence and continuous improvement