IT Help Desk

Job Type IT (Other) - IT Help Desk IT (Other) - In-house System Operator IT (Other) - Other Industry Consulting - Other Location Asia Japan Tokyo Chiyoda Job Description As an internal IT help desk representative at our Japan office, you will be the first point of contact for employees experiencing technical issues. This role goes beyond simple ticket processing; you will support employees in quickly resolving their IT-related challenges through troubleshooting and answering questions. You will collaborate with colleagues who speak both Japanese and English, requiring strong bilingual skills in both languages for smooth communication. In a hybrid work environment, your responsibilities will range from remote support using online tools to in-person support at the office. [Specific Job Responsibilities] ■ Handling inquiries via phone, email, chat, and ticket system as the point of contact for the Japan office (in both English and Japanese) ■ Providing remote support for employees working from home and in-person support for employees working in the office ■ Diagnosing and resolving hardware, software, network, and account-related issues (escalating complex cases to the appropriate technical team) ■ Accurately recording and updating support tickets, and providing continuous follow-up until the issue is resolved ■ Providing technical explanations and support using easy-to-understand terminology for users unfamiliar with IT ■ Assisting new employees with onboarding (account creation, device setup, granting software access rights, etc.) ■ Managing and updating internal documents, FAQs, and troubleshooting guides (in both English and Japanese) ■ Tracking recurring technical issues and reporting trends to the management and IT teams ■ Facilitating smooth communication between the Japan office and global teams in collaboration with IT, HR, and operations departments [Department] Department: Global IT Team Supervisor: Global IT Manager in UK Area of Responsibility: Japan and the United States Subordinates: None (Non-management position) Scope of Job Changes: Company-defined duties Working Hours Flexible working hours (core time: 10:00-15:00) *Standard working hours: 7 hours 45 minutes/day Job Requirements [Required Qualifications] ■ Bachelor's degree in an information systems or network-related field, or equivalent educational qualifications ■ 5+ years of practical experience in help desk, IT support, or customer service ■ Fluent communication skills in Japanese and English (reading, writing, and speaking) ■ Basic knowledge of Windows or macOS, networking, and general business software ■ Experience using ticket management systems and remote support tools ■ Excellent communication, writing, and problem-solving skills ■ Ability to handle multiple requests simultaneously in busy environments and provide hospitable (patient and approachable) support to users ■ Ability to work full-time at the Tokyo office [Preferred Qualifications] ■ Experience supporting domestic, international, and remote teams ■ Knowledge of Active Directory and Microsoft 365 administration and operation ■ Knowledge of basic scripting and automation to streamline repetitive troubleshooting ■ Experience creating and maintaining technical manuals and other documentation ■ IT certifications such as CompTIA A+ or ITIL Foundation English Level Fluent (TOEIC 865-) Japanese Level Fluent(JLPT Level 1 or N1) [Expected Annual Salary] 7 million to 9 million yen (Base salary to bonus ratio: 75/25%) *Salary will be determined based on experience, skills, and age, and will be preferential according to company regulations. For 7 million yen: Monthly salary: 562,500 yen (Base salary: 483,900 yen + Fixed overtime pay: 78,600 yen) For 9 million yen: Monthly salary: 437,500 yen (Base salary: 376,300 yen + Fixed overtime pay: 61,200 yen) [Benefits] Commuting allowance, telecommuting system, reduced working hours system, business casual dress code, maternity and childcare support system, training support system, continued employment system (re-employment), Relo Club membership, retirement age (60 years old), re-employment system (up to 65 years old) Holidays [126 days of annual leave] Complete two-day weekend (Saturday and Sunday), national holidays, year-end and New Year holidays, paid leave, special holidays Job Contract Period full-time employee Nearest Station 7th Floor, Izumikan Bunjin-dori, 5-7 Sanbancho, Chiyoda-ku, Tokyo 102-0075 8-minute walk from Hanzomon Station on the Tokyo Metro Hanzomon Line 10-minute walk from Ichigaya Station on the JR Chuo/Sobu Line, Toei Shinjuku Line, etc.