Bilingual Japanese IT Service Desk Analyst

Willis Towers Watson; Philippines; On-site; PHP 335,000 - 670,000; Full time

Job summary

Willis Towers Watson is seeking an IT support specialist in the Philippines to provide technical and customer‑facing support via phone, email, and portals. You will triage incidents, resolve requests within SLAs, and apply knowledge of WTW systems to assist clients efficiently.

Candidate must be fluent in English and proficient in Japanese, with 2+ years in IT support and a willingness to rotate shifts, weekends, and holidays.

Qualifications

• 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.
• Fluent in English
• Proficiency in Japanese language
• Willingness to work rotating shifts, including weekends and holidays

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

Skills

IT support

SLA-driven support

English fluency

Japanese language

Strong communication

Education

Associate’s or Bachelor’s degree in Computer Science or Information Systems

Tools

BMC Helix

ServiceNow

ITSM tools

Job description

Willis Towers Watson is seeking an IT support specialist in the Philippines to provide technical and customer‑facing support via phone, email, and portals. You will triage incidents, resolve requests within SLAs, and apply knowledge of WTW systems to assist clients efficiently.

Candidate must be fluent in English and proficient in Japanese, with 2+ years in IT support and a willingness to rotate shifts, weekends, and holidays.