Bilingual Japanese IT Service Desk Analyst

Our Clients; Taguig; On-site; PHP 300,000 - 540,000; Full time

Job summary

Our Clients is seeking a Japanese Service Desk Analyst to provide technical and application support to clients via phone, email, and service portals. You will manage incidents and requests from initial contact through resolution, while meeting SLAs and delivering a high-quality client experience.

The role requires strong troubleshooting skills, structured problem solving, and excellent client communication, with fluency in English and Japanese.

Qualifications

• At least 2 years of IT support or service desk experience in an SLA-driven environment.
• Experience using ITSM/ticketing platforms such as BMC Helix or ServiceNow.
• Fluent in English with proficiency in Japanese; strong customer service focus.

Responsibilities

• Provide technical and application support to clients via phone, email, and portals.
• Triage, diagnose, and resolve incidents and service requests within defined SLAs.
• Escalate complex issues to appropriate teams and communicate status to clients.
• Document solutions and contribute to knowledge base.
• Maintain accurate ticket records and provide timely updates to clients.

Skills

IT support experience

SLA adherence

English fluency

Japanese language proficiency

Education

Associate's or Bachelor's degree in Computer Science / Information Systems

Tools

BMC Helix

ServiceNow

ITSM

Job description

Our Clients is seeking a Japanese Service Desk Analyst to provide technical and application support to clients via phone, email, and service portals. You will manage incidents and requests from initial contact through resolution, while meeting SLAs and delivering a high-quality client experience.

The role requires strong troubleshooting skills, structured problem solving, and excellent client communication, with fluency in English and Japanese.