IT Technical Helpdesk (ICS) - Japanese speaker

Asia Recruit (Permanent, Contract, & Executive Recruitment); Cyberjaya; On-site; MYR 33,480 - 55,800; Full time

Job summary

A recruitment consultancy is seeking an IT Technical Helpdesk (ICS) - Japanese speaker to manage IT services and provide first-line support. The ideal candidate will have a diploma in IT, fluent Japanese skills (minimum JLPT N3), and preferably 1-2 years of experience in customer service. Responsibilities include resolving technical issues, monitoring client infrastructure, and ensuring adherence to SLAs. This role offers a dynamic environment for both fresh graduates and experienced candidates.

Qualifications

• Fluent in Japanese with advanced reading and writing skills.
• Minimum 1-2 years of experience in IT helpdesk/customer service preferred.
• Basic proficiency in using PCs.

Responsibilities

• Provide first-line support for IT issues via calls, emails, and chats.
• Log all interactions accurately in the helpdesk database.
• Investigate and troubleshoot incidents to meet SLAs.

Skills

Japanese (fluent, JLPT N3)

Basic IT skills

Customer service skills

Education

Diploma/degree in IT/Computer Science

Job description

IT Technical Helpdesk (ICS) - Japanese speaker

About the job IT Technical Helpdesk (ICS) - Japanese speaker

Job summary

The role involves managing IT services for clients to keep their systems running smoothly by identifying and resolving technical issues. The focus is on providing first-line support for simple incidents and service requests.

Job responsibilities:

• Respond to calls /emails/chats received from customer and address the customer needs or route the request accordingly
• Provide technical support on operational or maintenance of a personal computers/Applications/ other products/peripherals using documented procedures and available tools
• Routinely identify common incidents and opportunities for avoidance as well as general opportunities for incident reduction
• Investigate first line incidents assigned and identify the root cause of incidents and problems
• Use appropriate troubleshooting techniques by using the relevant FAQs and tools to identify and isolate the defects and follow guidelines on dispatching onsite engineer, if need arises
• Responsible to meet customer SLAs agreed in place
• Responsible for setting customer expectation and escalate issues in case of need/process related to the higher level to resolve the issue to the customer's complete satisfaction
• Appropriately log all calls accurately in helpdesk database/ CRM /ticketing system for proper customer management
• Monitors client infrastructure and solutions

Job requirements:

• Diploma/ degree holders preferably in IT/ Computer Science - open to consider fresh graduates
• Minimum 1-2 years of related IT helpdesk/ customer service working experience is highly preferred but not a must
• Basic IT Skill; using PC on daily basis

Language requirements:

• For non-native (local / Japanese-speaking candidates): Advanced to fluent level in Japanese language (reading, writing & speaking, minimum JLPT N3 is required)
• For Japanese native candidates: Intermediate to business level English

Qualified and interested candidates can apply by clicking the button below or sending your updated resume to [e-mail].

Consultant in charge of the role:

Cindy Ng
Recruitment Consultant
WhatsApp no: [phone]