Japanese Speaker Service Desk Analyst

Japanese Speaker Service Desk Analyst (N2-N1 Proficiency)

Cobden and Carter International Inc.

Hybrid - Taguig 3-5 Yrs Exp Diploma Full-time

Job Description

Japanese Service Desk Analyst

Qualification

• Must have N2 - N1 to native Japanese language fluency (with certification is an advantage)
• Experience in technical accounts is an advantage, but all domain industry experience is welcome
• Willing to learn and be trained in service desk methodologies
• Has good command in English language
• Experience dealing with international and global clients
• Willing to work in BGC, Taguig Cit on a Hybrid setup, rotational schedule (mostly APAC time zone)

Responsibilities

• Provide first-level IT service desk support to Japanese-speaking users and international clients via phone, email, chat, or ticketing system.
• Receive, log, prioritize, and monitor service requests and incidents, ensuring timely resolution or escalation.
• Troubleshoot basic hardware, software, system, and access-related issues following established service desk procedures.
• Communicate with Japanese-speaking users in Japanese and English to understand concerns and provide clear assistance.
• Coordinate with internal IT teams and other support groups to resolve technical issues and service requests.
• Maintain accurate documentation of incidents, troubleshooting steps, resolutions, and user interactions.
• Follow service desk methodologies, standard operating procedures, and agreed service level targets (SLAs).
• Escalate complex or unresolved issues to the appropriate technical teams while maintaining ownership and providing regular updates to users.
• Support international and global clients across different regions and time zones, primarily within the APAC region.
• Participate in training and continuous learning to improve service desk knowledge, technical skills, and customer service capabilities.

Rosete Arnel

HR Officer Cobden and Carter International Inc.