Japanese Bilingual Service Desk Agent

Service Desk Agent (Japanese Bilingual – JLPT N3)

Role Purpose

Key Responsibilities

Incident Management

• Provide first-level technical support for IT-related incidents, including hardware, software, and network connectivity issues
• Log, categorise, prioritise, and track incidents in the service management tool with accuracy and timeliness
• Escalate complex or unresolved issues to second-level support teams with complete and detailed documentation
• Adhere to established incident management processes to ensure consistent and high-quality service delivery

Problem Management

• Identify trends in recurring incidents and support root cause analysis
• Document issues and contribute insights to the problem management process

Service Request Fulfilment

• Handle and complete standard service requests such as password resets, software installations, and account maintenance
• Ensure all requests are delivered within defined service level agreements (SLAs)

Customer Communication & Support

• Deliver excellent customer service via phone, email, chat, and other communication channels
• Communicate clearly and professionally in both English and Japanese
• Actively listen to users to understand concerns and provide effective solutions
• Maintain a positive, empathetic, and customer-focused approach at all times
• Provide timely updates to users regarding the status of their requests or incidents

Knowledge Management

• Document resolutions and frequently occurring issues in the knowledge base
• Stay up to date with relevant tools, technologies, and best practices to improve first-call resolution

Team Collaboration

• Work closely with internal teams and support groups to ensure seamless service delivery
• Share knowledge and best practices to contribute to overall team effectiveness

Performance Monitoring

• Track individual performance against KPIs and SLAs
• Support reporting and analysis of service desk performance metrics

Other Responsibilities

• Perform additional duties as assigned by management or required by the organisation

Qualifications & Requirements

• At least JLPT N3 certification (required)
• Strong verbal and written communication skills in both Japanese and English
• Excellent customer service and interpersonal skills
• Ability to troubleshoot basic IT issues and learn technical processes quickly
• Strong attention to detail and organisational skills

Preferred (Nice to Have)

• Experience in a service desk, helpdesk, or BPO environment
• Familiarity with ticketing systems and IT service management tools (e.g., ServiceNow)
• Basic knowledge of ITIL processes

What Success Looks Like

• High first-call resolution rate
• Timely and accurate handling of incidents and requests
• Strong customer satisfaction scores
• Effective collaboration within the support team