Japanese Service Desk Analyst

Location: Taguig, Manila Shift & Set-up: Rotating Shift (but mostly APAC) & Hybrid (2-3x a week) Key Responsibilities: Provide technical and general application function and feature support to internal and external clients via phone, email, and customer portals. Manage, triage, and resolve multiple incoming incidents and service requests by understanding client needs and meeting defined SLAs. Demonstrate comprehension of the configuration and use of various WTW technologies to support clients effectively. Assist in developing and improving standardized work processes, tools, and methodologies to enhance quality and customer experience. Apply efficient support delivery practices, combining structured problem-solving with strong people skills to drive faster and more consistent resolutions. Document solutions and known issues in the knowledge base, and contribute ideas for innovation and automation to promote a 5-star customer experience. Record, process, and manage incidents and service requests through to resolution, following agreed processes and procedures. Own client technical issues end-to-end, from initial report through resolution or escalation. Address client concerns related to ICT software products, SaaS platforms, and managed hosting services (MHS). Communicate ticket status clearly, track progress, and escalate issues to next-level support when required. Utilize technical tools and resources, including ServiceNow and/or BMC Helix, to deliver effective and efficient support. Demonstrate strong soft skills, including active listening, empathy, and professionalism in all client interactions. Effectively manage call handling time, after-call work, and workload prioritization. Manage client expectations regarding response and resolution times. Triage, diagnose, and perform basic troubleshooting of software errors and failures; resolve incidents where possible or recommend appropriate remediation. Adapt communication style and content to different audiences, shifting between high-level context and technical detail as needed. Provide timely and accurate updates to clients via phone, email, or other communication channels. Resolve software and technical questions efficiently to minimize service disruption and operational impact. Identify potential major incidents or recurring problems and proactively highlight them to management. Escalate unresolved incidents in line with defined SLAs and operational thresholds. Achieve support-related productivity targets while maintaining service quality. Qualifications Must-Have / Essentials At least 2 years experience in an IT support, end-user support, or IT performance analysis role. Experience working in an SLA-driven Service Desk or support environment. Proficiency with BMC Helix, ServiceNow, or similar ITSM / ticket management tools. Strong written and verbal communication skills; ability to ask effective diagnostic questions and seek assistance when needed. Strong client service orientation with the ability to balance technical knowledge and customer experience. Excellent organizational, time management, and workload prioritization skills. Structured problem-solving ability and analytical thinking. Fluent in English. Proficiency in Japanese language. Willingness to work rotating shifts Preferred / Advantageous Associate’s or Bachelor’s degree in Computer Science, Information Systems, or a related field. ITIL Foundation, CompTIA, and/or Microsoft Azure certification. Basic knowledge and troubleshooting experience with Windows OS, MS Office 365, MS SQL, MFA and VPN, Citrix, Azure, Active Directory, and Exchange Server Experience supporting enterprise or cloud-based applications. Non-Negotiable Requirements Service Desk / IT Support experience in an SLA environment. Strong customer service and communication skills. Proficiency with ITSM tools and core troubleshooting. Preferably JLPT N1 certified; N2 certifications are acceptable but candidates will undergo an additional language assessment. Technical background is preferred; non-technical profiles may proceed if they demonstrate willingness to learn technology. Japanese language proficiency is the priority.