Bilingual Service Desk L1 Support (JP/EN) – Tsukuba

Global IT Services Company (Confidential)

■ Job Summary
We are looking for bilingual (Japanese/English) L1 support agents and engineers to join a global service desk team based in Tsukuba, Japan. This role is part of a global service desk transformation project aimed at consolidating a fragmented L1 support landscape into a single, unified model, improving service quality and delivering a consistent user experience through standardization and automation.

■ Responsibilities
- Provide L1 support via telephone, email, and chat for end users
- Handle all user issues and service requests within agreed Service Level Agreements (SLAs)
- Route problems to internal 2nd/3rd level IT support staff as needed
- Use the Incident Management System to document and manage tickets and their resolutions
- Perform user account management activities
- Provide level 1 remote desktop support; troubleshoot client software and basic network connectivity issues
- Identify, evaluate, and prioritize customer problems and complaints
- Participate in ongoing training and departmental development, and contribute to knowledge base updates
- Ensure a positive customer experience through First Call Resolution and minimum average handling time (AHT)

■ Service Window
Weekdays: 7:00–22:00 / Weekends: 8:30–21:00 (shift-based, 8 hrs + 1 hr break)
Work Location: Tsukuba / Hybrid
5 days/week, 2 days off (rotating shift, including weekends)

■ Requirements

- 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
- Willingness to work rotating shifts, including weekends

- Experience with ServiceNow or similar incident management tools
- Knowledge management / incident management experience