Senior Analyst - English, Japanese, Microsoft Windows

Job Summary

The Japanese Helpdesk Engineer serves as the primary point of contact (L1/L2) for IT support requests, delivering high-quality technical assistance to Japanese-speaking users. The role involves troubleshooting IT issues, managing incidents and requests, and ensuring seamless communication between global teams and Japanese stakeholders. As per service desk expectations, this role acts as a single point of contact for IT incidents and service requests, ensuring service continuity and SLA adherence

Key Responsibilities

Key Responsibilities:

• Provide technical support to Japanese-speaking customers via phone or email.
• Accurately understand customer technical issues (e.g., software, hardware, network, accounts) and resolve them following standard procedures.
• Log, track, and follow up on customer cases to ensure proper closure.
• Collaborate with internal technical teams and second-tier support to improve resolution efficiency.
• Collect, organize and analyze user feedback, and propose improvements to continuously enhance customer experience.
• Complete other customer support tasks as assigned by supervisor

Skill Requirements

Requirements: 1. JLPT N1 (Japanese Language Proficiency Test Level 1) – fluent in spoken and written Japanese, able to communicate effectively with native speakers. 2. CET-4 (College English Test Band 4) or above; CET-6 preferred – capable of reading English technical documents and basic English communication. 3. Good documentation skills- 4. Computer literate, with basic knowledge of common office software, operating systems (Windows/macOS), and network configuration. 5. Previous experience in technical support, call center, or customer service is a plus.

Other Requirements

1. Excellent communication and interpersonal skills with patience to handle different customer emotions. 2. Strong team player, willing to share knowledge and support colleagues. 3. Logical thinking with good problem-solving skills.

Technical Skills\\r\\n\\r\\n Working knowledge of:\\r\\n\\r\\n Windows OS, MS Office, O365\\r\\n Active Directory (basic user management)\\r\\nVPN and network basics\\r\\n\\r\\n\\r\\n Familiarity with:\\r\\n\\r\\n Ticketing tools (Service Now, Remedy, etc.)\\r\\n Remote support tools\\r\\n\\r\\n\\r\\n\\r\\n\\r\\n Process Knowledge\\r\\n\\r\\nITIL foundation (Incident, Request, Problem management)\\r\\n Service Desk operations and ticket lifecycle