Japanese Service Desk Analyst

Willis Towers Watson; Philippines; On-site; PHP 350,000 - 650,000; Full time

Job summary

Willis Towers Watson is seeking an IT Support professional to provide technical and application support to clients via phone, email, and portals, triaging incidents and ensuring SLA adherence.

The role requires 2+ years in IT support, experience with ITSM tools (BMC Helix, ServiceNow), and fluency in English and Japanese (N2). Willingness to work rotating shifts is required, with a degree preferred.

Qualifications

• At least 2 years' experience in IT support or related IT roles.
• Experience in an SLA-driven service desk environment.
• Proficiency with ITSM tools (BMC Helix, ServiceNow) is preferred.
• Fluent in English and Japanese (N2 level) is required.
• 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.
• Record, process, and manage incidents and service requests through to resolution, following agreed processes and procedures.
• Own client technical issues end-to-end, from initial report through resolution or escalation.
• Address client concerns related to ICT software products, SaaS platforms, and managed hosting services (MHS).
• Communicate ticket status clearly, track progress, and elevate issues to next-level support when required.

Skills

IT support

SLA management

Customer service

English and Japanese (N2)

Shift work

Education

Associate's or Bachelor's degree in Computer Science or related field

Tools

BMC Helix

ServiceNow

Job description

About the role

This is an opportunity for a functionally knowledgeable, technically savvy and customer focused individual. This person will possess demonstrable and successful background understanding and managing client's inquiries, resolving reported incidents by performing troubleshooting and escalating everything else to the remaining tiers in the operating model.

Key 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

• Record, process, and manage incidents and service requests through to resolution, following agreed processes and procedures

• Own client technical issues end-to-end, from initial report through resolution or escalation

• Address client concerns related to ICT software products, SaaS platforms, and managed hosting services (MHS)

• Communicate ticket status clearly, track progress, and elevate issues to next-level support when required

About you

• 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

• Structured problem-solving ability and analytical thinking

• Fluent in English and Japanese with at least N2 level Japanese proficiency

• Willingness to work rotating shifts, including weekends and holidays

• Associate's or Bachelor's degree in Computer Science, Information Systems, or a related field (preferred)

  WTW is an Equal Opportunity Employer