IT Technical Service Desk - Japanese Speaking - Contract

Job Description

The IT Technical Helpdesk job is a 1 year contract job. The main job scope of the IT Helpdesk is to interpret and translate inquiries from escalation team to resolve technical issues.

Key Responsibilities

• The IT Technical Helpdesk job is a 1 year contract job.
• The main job scope of the IT Helpdesk is to interpret and translate inquiries from end users and escalation team to resolve technical issues. 
• The IT Technical Helpdesk is to compose thoughtful, personalized responses for a variety of end user requests
• Effectively resolve enquiries from end users and local ITs in a considerate, accurate, and timely manner
• Manage Incident and Service Requests and devise solutions to resolve issues
• Maintaining quality of service as measured by metrics such as performance, efficiency and customer satisfaction 
• Proactively identify and drive Continuous Quality, Productivity and Service Improvements
• Contribute to the ongoing learning and success of team members and counterparts by sharing knowledge through mentorship, collaboration, and aiding in documentation
• Manage escalation from end-users and Local ITs, work closely with Japan HQ and/or partner vendors to investigate and identify the issues and resolve the problems.
• Carry out administrative functions
• Review completed tasks to ascertain compliance with standards
• Learn and understand enterprise system operation and other technical knowledge proactively
• Document all knowledge and processes, maintenance and update of user/internal manuals and FAQs
• Manage escalation and unresolved issues, work closely with Japan HQ and/or partner vendors
• Record all problems and their solutions in the Production Log File and ensure problems follow-up

Skills & Experiences

• Possess JLPT N3 and above. 
• Speaks Read and Write, Mandarin, English and Japanese fluently and confidently. 
• Enterprise systems support experience: 
• Merchandise management system, Accounting system, Warehouse management system, HR system, etc..
• Basic Microsoft 365 support experience:
• Outlook, MS Teams, MS Office etc.
• Basic experience in supporting IAM (Identity and Access Management) and Box (or other content management, collaboration, and file sharing tools)
• Basic experience in supporting Desktop and Laptops
• Basic Networking support experience