Service Desk Analyst - Japanese

Language Proficiency: Japanese Role and Responsibilities:

Provide first-line technical support to end-users via phone, email, or in-person.

Troubleshoot hardware, software, and network issues, guiding users through resolution steps.

Log, track, and prioritize incidents using the ticketing system.

Escalate complex issues to appropriate support teams while ensuring timely resolution.

Maintain clear and timely communication with end-users regarding the status of their reported issues.

Provide step-by-step instructions and training to users for common technical problems.

Documentation:

Create and update knowledge base articles for common issues and resolutions.

Document troubleshooting steps and solutions to build a comprehensive support resource.

Collaborate with other IT teams to resolve escalated issues and ensure a seamless user experience.

Participate in team meetings and contribute to ongoing process improvements.

Conduct training sessions and workshops to educate end-users on IT best practices and new technologies.

Create user-friendly guides to empower users to troubleshoot common problems independently.

Qualifications:

Bachelor’s degree in Information Technology, Computer Science, or related field (or equivalent work experience).

Proven experience in a service desk or technical support role.

Strong knowledge of Microsoft Windows and Office applications.

Familiarity with troubleshooting hardware, software, and network issues.

Excellent customer service and communication skills.

Ability to work independently and collaboratively within a team.

Skills:

Technical proficiency in desktop operating systems, software applications, and hardware components.

Strong problem-solving and analytical skills.

Familiarity with ITIL best practices is a plus.

Ability to prioritize and manage multiple tasks in a fast-paced environment.

Exceptional communication and interpersonal skills.

Job Type: Full-time

Pay: RM9,000.00 - RM12,000.00 per month

Schedule:

• Early shift