We are looking for an IT Support (Helpdesk) for our client users. Primary support language is English (Japanese is a plus). Handle first-line intake via email/phone/ticket, perform triage, resolve issues where possible, and escalate appropriately.
Key Responsibilities
- Respond to user inquiries (email, phone, ticket creation/updates)
- Basic troubleshooting for Microsoft 365, Windows PCs, and business applications
- Identity verification, issue clarification, and first-line triage (account/device/network)
- Maintain FAQ/knowledge base, improve templates, keep accurate records
- Escalate to L2/L3 per defined criteria and follow through on progress
- Contribute to daily/weekly KPI inputs (volume, ASA, AHT, First Resolution, etc
7.Other duties as assigned
Minimum Requirements (Must)
- Polished, clear communication in English (read/write/speak)
- Business-level English
- Basic operation knowledge of Microsoft 365 / Windows
- Certified in Microsoft 365-able to manage and troubleshoot Microsoft environment effectively
- Teamwork and flexibility for shift work (including Lebaran holidays)
Preferred Experience
- 1+ year in helpdesk/technical support (or equivalent capability)
- Japanese language skills (N2-N1 preferred)
- ITIL fundamentals; experience with ServiceNow / Zendesk / Jira or similar ticketing tools
- Basic understanding of Microsoft Teams / Teams Phone / CCaaS integrations
- Hands-on experience with KPI operations (AHT/FCR) and FAQ development