Japanese Bilingual Service Desk Agent

Global Delivery Business Group; Pateros; On-site; PHP 420,000 - 620,000; Full time

Job summary

Fujitsu is seeking a Japanese bilingual Service Desk Agent to deliver first-level IT support from Taguig City. You will log incidents, resolve basic issues, and escalate complex problems with complete documentation.

You will communicate with users in both Japanese and English, ensuring high-quality service and customer impact minimization. Role requires JLPT N3 and strong customer-service orientation, ideally with service desk or BPO experience.

Qualifications

• JLPT N3 certification is required.
• Strong verbal and written communication in Japanese and English.
• Experience in service desk, helpdesk, or BPO is preferred.

Responsibilities

• Provide first-level IT support for incidents, problems, and requests.
• Log, categorize, and track incidents; escalate with documentation.
• Communicate clearly with users via phone, email, chat in English and Japanese.

Skills

Japanese

English communication

Customer service

Troubleshooting IT

Tools

ServiceNow

Job description

Japanese Bilingual Service Desk Agent

Job Location:Taguig City

Location Flexibility:Primary Location Only

Req Id:12169

Posting Start Date:9/23/26

At Fujitsu, we've been driven to create a sustainable world through innovation since 1935. Today, we lead in digital transformation globally with our 130,000 employees across 50+ countries. We empower our diverse community to achieve greatness through career development and opportunities. Explore our internal positions and join us in shaping a brighter future. Thank you for being a part of Fujitsu. We look forward to growing together toward a brighter future.

Service Desk Agent (Japanese Bilingual - JLPT N3)

Role Purpose

The Service Desk Analyst serves as the primary point of contact for users, delivering timely and effective first-level IT support. This role ensures smooth business operations by efficiently managing IT incidents, problems, and service requests while maintaining a high standard of customer experience.

Key Responsibilities

Incident Management

• Provide first-level technical support for IT-related incidents, including hardware, software, and network connectivity issues
• Log, categorise, prioritise, and track incidents in the service management tool with accuracy and timeliness
• Escalate complex or unresolved issues to second-level support teams with complete and detailed documentation
• Adhere to established incident management processes to ensure consistent and high-quality service delivery

Problem Management

• Identify trends in recurring incidents and support root cause analysis
• Document issues and contribute insights to the problem management process

Service Request Fulfilment

• Handle and complete standard service requests such as password resets, software installations, and account maintenance
• Ensure all requests are delivered within defined service level agreements (SLAs)

Customer Communication & Support

• Deliver excellent customer service via phone, email, chat, and other communication channels
• Communicate clearly and professionally in both English and Japanese
• Actively listen to users to understand concerns and provide effective solutions
• Maintain a positive, empathetic, and customer-focused approach at all times
• Provide timely updates to users regarding the status of their requests or incidents

Knowledge Management

• Document resolutions and frequently occurring issues in the knowledge base
• Stay up to date with relevant tools, technologies, and best practices to improve first-call resolution

Team Collaboration

• Work closely with internal teams and support groups to ensure seamless service delivery
• Share knowledge and best practices to contribute to overall team effectiveness

Performance Monitoring

• Track individual performance against KPIs and SLAs
• Support reporting and analysis of service desk performance metrics

Other Responsibilities

• Perform additional duties as assigned by management or required by the organisation

Qualifications & Requirements

• At least JLPT N3 certification (required)
• Strong verbal and written communication skills in both Japanese and English
• Excellent customer service and interpersonal skills
• Ability to troubleshoot basic IT issues and learn technical processes quickly
• Strong attention to detail and organisational skills

Preferred (Nice to Have)

• Experience in a service desk, helpdesk, or BPO environment
• Familiarity with ticketing systems and IT service management tools (e.g., ServiceNow)
• Basic knowledge of ITIL processes

What Success Looks Like

• High first-call resolution rate
• Timely and accurate handling of incidents and requests
• Strong customer satisfaction scores
• Effective collaboration within the support team

Relocation Supported:No

Visa Sponsorship Approved:No

At Fujitsu, we are committed to an inclusive recruitment process that values the diverse backgrounds and experiences of all applicants. We believe that hiring people from a wide variety of backgrounds makes us stronger, not because it's the right thing to do, but because it allows us to draw on a wider range of perspectives and life experiences.