Remote Service Desk Agent – Japanese Speaker

Abhidi Solution Sdn Bhd; Kuala Lumpur; Remote; MYR 36,000 - 60,000; Full time

Job summary

Abhidi Solution Sdn Bhd is seeking a skilled IT Helpdesk professional to provide Level 1 remote desktop support and coordinate with global IT teams. You will diagnose hardware, software, and network issues, assist end users via phone, email, and chat, and manage user provisioning within a fast-paced, multinational environment.

Required are a IT-related degree, 1–3 years in a global support role, strong Japanese and English skills, and experience with Windows, Active Directory, Exchange, and

Qualifications

• Bachelor's degree in IT/CS or related field required.
• 1–3 years in Service Desk/IT Helpdesk/Technical Support in a global environment.
• Proficiency in Japanese and English for supporting users and coordinating with global teams.
• Japanese business-level proficiency; JLPT N1/N2 or equivalent preferred.
• Hands-on experience with Windows OS (Win 7/10/11).
• Proficiency in Active Directory and Microsoft Exchange.
• Familiarity with ITSM tools such as ServiceNow.
• Strong knowledge of MS Office Suite.
• Strong written and verbal communication in Japanese and English.

Responsibilities

• Provide Level 1 remote desktop support and route issues to internal 2nd and 3rd level IT support teams.
• Provide hardware, software, and network problem diagnosis and resolution via telephone, email, and chat for end users.
• Coordinate and manage relationships with vendors and support teams for issue resolution.
• Administer and manage user account provisioning.
• Perform evaluation, analysis, and setup of PC-based software products such as word processors, spreadsheets, presentation tools, database systems, email, and communication tools.
• Identify, evaluate, and prioritize customer problems and complaints.
• Train users/operators on a limited basis and/or create training procedures.
• Use Incident Management Systems to log, track, and resolve issues and service requests.
• Ensure a positive customer experience by achieving First Call Resolution (FCR), maintaining optimal Average Handling Time (AHT), and minimizing rejected or reopened cases.
• Document issues, resolutions, and maintain the knowledge base.

Skills

Japanese language proficiency

English language proficiency

Windows operating systems

Active Directory

Microsoft Exchange

MS Office

ITSM tools

Troubleshooting

Education

Bachelor's Degree in IT/Computer Science or related field

Tools

ServiceNow

Job description

Abhidi Solution Sdn Bhd is seeking a skilled IT Helpdesk professional to provide Level 1 remote desktop support and coordinate with global IT teams. You will diagnose hardware, software, and network issues, assist end users via phone, email, and chat, and manage user provisioning within a fast-paced, multinational environment.

Required are a IT-related degree, 1–3 years in a global support role, strong Japanese and English skills, and experience with Windows, Active Directory, Exchange, and