Service Desk Analyst / サービスデスクアナリスト

Location Tokyo
Discipline Information Technology
Job type Permanent
Salary Negotiatable
Reference 37364


Global IT company



  • Asks the Customer End User for all relevant information concerning the call made or issue reported by the Customer End User

  • Attempts to resolve the defined inquiries while on the telephone, to meet the agreed upon Service Level for First Call Resolution

  • Routes the enquiries to Resolver Groups as appropriate

  • Escalates tickets when Service Desk cannot resolve its issues, in accordance with Customer escalation procedures

  • Provides status and updates on tickets to authorized users

  • Reopens Ticket / Creates new ticket to follow up if the user indicates that the inquiry was not resolved to their satisfaction

  • Opens, logs, prioritizes, assigns, and closes calls logged in ticketing system



  • 3- 6 years of overall experience in IT troubleshooting – IT helpdesk or service desk experience is mandatory

  • Bachelor Degree 

  • Excellent analytical, problem solving and critical thinking skills

  • Exceptional oral and written communication skills in both English & Japanese

  • Ability to work independently, multi-task, and take ownership of various parts of a Project or Initiative.

  • Decent Knowledge in AD, Office 365, SharePoint, SNOW, Intune, Mobility Apps, Network connectivity, VPN, Etc.



Contact NAME: Jennifer Yamamoto


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