Service Desk L1 Support Lead (Bilingual JP/EN)

 Job Title

Service Desk L1 Support Lead Engineer (Bilingual JP/EN)

■ Company

Global IT Services Company (Confidential)

■ Job Summary

We are looking for a bilingual (Japanese/English) L1 Service Desk Support Lead to join a global IT support team in Japan.

This role is part of a global service desk transformation project aimed at consolidating L1 support into a unified model, improving service quality, and enhancing user experience through standardization and automation.

You will act as a key point of contact for end users while also supporting team operations, SLA/KPI management, and continuous improvement initiatives.

■ Key Responsibilities

＜User Support＞

• Provide L1 support via phone, email, and chat

• Troubleshoot hardware, software, and basic network issues

• Provide remote desktop support following SOPs and knowledge base

• Manage user accounts and access requests

＜Incident & Service Management＞

• Log, track, and resolve tickets using ITSM tools

• Escalate complex issues to L2/L3 teams

• Ensure SLA compliance (MTTA, MTTR, etc.)

• Maintain high-quality ticket documentation

＜Team Lead / Shift Lead Duties＞

• Monitor ticket queues and service performance

• Track incidents and prepare RCA reports

• Support SLA/KPI management and reporting

• Coordinate shift handovers and daily operations

• Mentor team members and support onboarding/training

• Drive continuous improvement and knowledge management

＜Other＞

• Update knowledge base and documentation

• Collaborate with global teams (Japan, Poland, China)

• Ensure high customer satisfaction (CSAT)

■ Requirements

＜Must Have＞

• Native-level Japanese and business-level English

• Experience in IT support / service desk / helpdesk

• Strong communication and customer service skills

• Basic knowledge of OS, applications, and IT troubleshooting

• Ability to work in a team and manage tasks efficiently

＜Nice to Have＞

• Experience with ServiceNow or other ITSM tools

• Knowledge of Incident Management processes

• Leadership or shift lead experience

■ Working Hours

Shift-based (8 hours/day + 1-hour break)

• Weekdays: 7:00 AM – 10:00 PM (JST)

• Weekends & Holidays: 8:30 AM – 10:00 PM (JST)
  ※Compensatory leave provided

■ Holidays & Leave

Two days off per week (shift-based) + compensatory leave

• Paid annual leave

• Special leave (bereavement, etc.)

■ Why Join Us

• Work in a global IT environment using English

• Be part of a large-scale service desk transformation

• Gain leadership experience as a shift lead

• Stable project with career growth opportunities