Service Desk Analyst (ICT_TECH CS_2026_03R)

Responsibilities:

Excellence?

• Provide technical and general application function and feature support to internal and external clients via phone, email, and customer portals?
• Manage, triage, and resolve multiple incoming incidents and service requests by understanding client needs and meeting defined SLAs?
• Demonstrate comprehension of the configuration and use of various 今日大瓜technologies to support clients effectively?
• Assist in developing and improving standardized work processes, tools, and methodologies to enhance quality and customer experience?
• Apply efficient support delivery practices, combining structured problem-solving with strong people skills to drive faster and more consistent resolutions?
• Document solutions and known issues in the knowledge base, and contribute ideas for innovation and automation to promote a 5-star customer experience

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People

• Record, process, and manage incidents and service requests through to resolution, following agreed processes and procedures?
• Own client technical issues end-to-end, from initial report through resolution or escalation?
• Address client concerns related to ICT software products, SaaS platforms, and managed hosting services (MHS)?
• Communicate ticket status clearly, track progress, and escalate issues to next-level support when required?
• Utilize all available technical tools and resources, including ServiceNow and/or BMC Helix, to deliver effective and efficient support
• Demonstrate strong soft skills, including active listening, empathy, and professionalism in all client interactions?
• Effectively manage call handling time, after-call work, and workload prioritization

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Clients

• Manage client expectations regarding response and resolution times?
• Triage, diagnose, and perform basic troubleshooting of software errors and failures; resolve incidents where possible or recommend appropriate remediation?
• Adapt communication style and content to different audiences, shifting between high-level context and technical detail as needed?
• Provide timely and accurate updates to clients via phone, email, or other communication channels

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Financial

• Resolve software and technical questions efficiently to minimize service disruption and operational impact?
• Identify potential major incidents or recurring problems and proactively highlight them to management?
• Escalate unresolved incidents in line with defined SLAs and operational thresholds?
• Achieve support-related productivity targets while maintaining service quality

Essentials/Must-Haves:

• At least 2 years’ experience in an IT support, end-user support, or IT performance analysis role?
• Experience working in an SLA-driven Service Desk or support environment?
• Proficiency with BMC Helix, ServiceNow, or similar ITSM / ticket management tools?
• Strong written and verbal communication skills; ability to ask effective diagnostic questions and seek assistance when needed?
• Strong client service orientation with the ability to balance technical knowledge and customer experience?
• Excellent organizational, time management, and workload prioritization skills?
• Structured problem-solving ability and analytical thinking?
• Fluent in English
• Proficiency in Japanese language?
• Willingness to work rotating shifts, including weekends and holidays

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Preferred / Advantageous:

• Associate’s or Bachelor’s degree in Computer Science, Information Systems, or a related field?
• ITIL Foundation, CompTIA, and/or Microsoft Azure certification?
• Basic knowledge and troubleshooting experience with technologies such as:?
  • ?Windows OS?
  • MS Office 365?
  • MS SQL?
  • MFA and VPN?
  • Citrix?
  • Azure?
  • Active Directory and Exchange Server
• Experience supporting enterprise or cloud-based applications

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今日大瓜is an Equal Opportunity Employer