Japanese-Speaking IT Service Desk Specialist

Roche; Petaling Jaya; On-site; MYR 67,000 - 89,000; Full time

Job summary

Roche Malaysia is seeking an Employee Experience Operations IT Specialist (Japanese Speaker) to deliver first-level IT support across calls, chat, email and the Service Portal, and to manage incidents and requests from opening to closure.

You will support standard software and OS (Windows 11, macOS, Adobe, Google Suite, Microsoft Office), assist with local hardware requests, guide users toward autonomous self-service, and contribute to knowledge articles and end-user guides while staying current

Qualifications

• 0–1 years of broad IT support or call center experience.
• Bachelor's degree required.
• Strong English and Japanese communication skills, N1 certification preferred.

Responsibilities

• Provide first-level IT support across calls, chat, email, and Service Portal.
• Manage end-to-end ticket lifecycle: open, classify, prioritize, track, close incidents and requests.
• Assist end users with hardware requests (laptops, desktops, tablets, printers) and software packages.
• Troubleshoot issues and manage access rights across multi-channel communications.
• Escalate complex incidents to Level 2 when needed.
• Contribute to knowledge base and end-user guides with Adoption Services.
• Promote self-service via Service Portal training and guides.

Skills

First-level IT support

Customer service

Multi-channel communication

English and Japanese

Problem solving

Education

Bachelor's degree

Tools

Windows

macOS

Google Suite

Microsoft Office

Job description

Roche Malaysia is seeking an Employee Experience Operations IT Specialist (Japanese Speaker) to deliver first-level IT support across calls, chat, email and the Service Portal, and to manage incidents and requests from opening to closure.

You will support standard software and OS (Windows 11, macOS, Adobe, Google Suite, Microsoft Office), assist with local hardware requests, guide users toward autonomous self-service, and contribute to knowledge articles and end-user guides while staying current