IT Service Desk Analyst

1 day ago

Bangsar South Kuala Lumpur, Malaysia ServiceOne Solutions Malaysia Sdn Bhd Full time 30,000 - 60,000 per year

Job Description

The IT Service Desk Analyst (Japanese Language) provides remote first-line technical support to internal users, ensuring prompt and effective resolution of IT issues via phone, email, chat, and ticketing systems. Proficiency in Japanese and English is required to support users in Japan.

Responsibilities:

  • Serve as the initial remote point of contact for IT-related queries, incidents, and requests from end users through various communication channels.
  • Deliver high-quality technical support in both Japanese and English, ensuring clear and effective communication.
  • Remotely troubleshoot and resolve hardware, software, network, and application issues, escalating to higher-level support when necessary.
  • Accurately log all incidents and service requests in the IT ticketing system, monitor progress, and ensure timely resolution and closure.
  • Follow standard operating procedures and contribute to the development and maintenance of knowledge base articles and documentation in Japanese and English.
  • Identify recurring issues and recommend improvements to enhance the remote user experience.
  • Maintain a high level of customer service and professionalism in all remote interactions. Adhere to company policies regarding information security, data privacy, and IT governance.
  • Perform other duties as assigned by the Company.

Requirement:

  • Must be able to speak and write fluent Japanese and English.
  • Working 8 hours per day.
  • Willingness to work in rotational shifts (earlier is 7:00 AM and latest is 6:00 PM, Monday - Friday (including public holidays).
  • Diploma or above in Information Technology, Computer Science, or a related discipline.
  • Minimum 1-2 years of experience in an IT support or service desk environment.
  • Good understanding of Windows and macOS operating systems, MS Office applications, email, and networking basics.
  • Experience with ticketing systems (e.g., ServiceNow) preferred.
  • Excellent problem-solving and analytical abilities.
  • Strong communication and interpersonal skills.
  • Ability to work independently and as part of a distributed team.
  • Customer-focused mindset with strong attention to detail.

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