IT Technical Service Desk - Japanese Speaking (Contract) L1, L2

Job Description

The role of the IT Technical Service is to create technical documentation like manuals etc, in Japanese and to support Local IT & End Users using Japanese language in the area of infrastructure support, microsoft and active directories.

Key Responsibilities

• This job is a 1 year contract job. Renewable contract and could turn contract to permanent in 2 years time. 
• As an IT Technical Helpdesk, you will be creating technical documentation in Japanese during implementation phase. 
• During operations phase, the IT Technical Helpdesk will be composing thoughtful, personalized responses for a variety of end user requests
• The IT Technical Helpdesk is also expected to effectively resolve enquiries from end-users and Local IT vendors 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
• Responsible for supporting end users and Local ITs who manage global affiliate companies end user devices, servers, storage, network, cloud and software.
• 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
• Prepare and analyze statistics on M365 cloud & network utilization and availability (IT Security Monitoring & Endpoint Device Compliance Management)
• Ensure customer KPI and SLA requirements are meet
• Generate required reports for management and customers as requested
• Record all problems and their solutions in the Production Log File or Ticketing Tool and ensure problems follow-up

Skills & Experiences

• Possess at least JLPT N3. 
• Communication confidently in Japanese, and English
• Experienced in providing First Line Service Desk or Helpdesk operation support for end users
• Experienced in providing Second Line Service Desk or Helpdesk operation support for Local ITs, Vendors. 
• Basic Knowledge in managing Microsoft 365 for front and backend support
• Outlook, MS Teams, MS Office, SharePoint, OneDrive etc
• Active Directory administration
• Mobile Device administration
• IT Security Monitoring
• Basic experience in supporting Desktop and Laptops
• Basic Networking support experience
• Good communication skills with 3rd party vendors, Global Head office Technical Support and Local ITs  from global affiliate companies especially in technical aspect