Service Desk Analyst
Job Summary
The Service Desk Analyst provides high-touch bilingual (Japanese/English) IT support for luxury retail boutiques. You will manage incident resolution, technical troubleshooting, and system maintenance to ensure seamless retail operations. The role requires a professional demeanor, strong Windows/M365 skills, and a commitment to service excellence in a high-end environment.
Responsibilities
- Deliver high-touch premium IT support
- Resolve technical incidents via remote and onsite visits
- Manage tickets in ITSM system
- Coordinate with third-party vendors
- Maintain security and compliance standards
Required Skills
- Fluent Japanese and English
- Windows OS & Microsoft 365 proficiency
- Networking and account management
- ITSM/Helpdesk experience
- Service-oriented mindset
Job Details
Job Description
We are seeking a Bilingual Service Desk Analyst (Japanese/English) to deliver high-touch IT support for a portfolio of world-class luxury retail boutiques. This role is perfect for a technical professional who understands that in the luxury sector, “how” you solve a problem is just as important as “what” you fix. You will provide a mix of remote and occasional onsite support, ensuring that technology remains an invisible, seamless part of the premium shopping experience.
Responsibilities:
- Premium Support: Act as the first point of contact via phone, email, and remote tools, delivering support that aligns with luxury standards (polite, discreet, and composed).
- Technical Troubleshooting: Resolve incidents involving Windows OS, Microsoft 365, networking basics, and specialized retail business applications.
- Incident Management: Create, categorize, and prioritize tickets in the ITSM system with high attention to detail.
- Lifecycle Ownership: Resolve routine issues using SOPs and Knowledge Base libraries; escalate complex cases to Level 2 or Field Support while maintaining ownership until resolution.
- Collaborative Operations: Coordinate with remote support teams, third-party vendors, and service providers to ensure minimal downtime for retail locations.
- Security & Compliance: Uphold strict IT security policies and standard operating procedures.
Job Requirements:
- Bilingual Proficiency: Full professional fluency in both Japanese and English (written and verbal).
- Context: Ability to switch seamlessly between languages to support local boutique staff and communicate with global IT hubs.
- Service Excellence: Ability to maintain a professional, high-hospitality demeanor under pressure in a structured environment.
- Experience: Proven track record in a Service Desk, Helpdesk, or IT Support role.
- Tech Stack: Strong proficiency in Windows OS and Microsoft 365; a solid grasp of accounts, permissions, and networking.
- Advantageous: Experience within the Luxury Retail industry or working with Korean/Japanese corporations is highly preferred.
- Certification: ITIL certification is considered a significant plus.
- Mobility: Willingness to travel to retail boutiques for onsite support when required.
- Availability: A flexible attitude toward retail schedules, including occasional weekend support.