L1 Service Desk Engineer

Job Description

 Appealing Points:

• Provide high-quality support and excellent customer experience
• Gain hands-on exposure to diverse technologies while managing end-to-end incident resolution and service delivery
• Opportunity to drive process improvements, user training initiatives, and collaborate with cross-functional IT teams
• We are looking for someone flexible, eager to learn, and capable of leading by example, training team members and helping elevate the overall performance of the Service Desk.

Annual salary: 4.5 Million Yen and above

Job Responsibilities:

• Provide first-level IT support for hardware and software issues, including PC setup and authentication troubleshooting.
• Communicate clearly with users, guide them through procedures, and address issues with outdated documentation
• Handle incoming support requests, document incidents, and escalate complex problems as needed.
• Maintain SLA/KPI targets, ensure compliance with security standards, and deliver high-quality customer service.
• Contribute to knowledge base updates and support continuous service improvement initiatives.

Job Qualification:

• Strong customer service background with a professional and user‑centric approach.
• Advanced understanding of Windows OS, Microsoft 365, and common enterprise applications.
• Hands-on experience troubleshooting PC hardware, peripherals, and software-related issues.
• Experience coordinating and supporting Major Incident calls.
• Solid understanding of authentication technologies including VPN, MFA, and Microsoft Authenticator.
• Native-level Japanese communication skills with a strong customer-first mindset; bilingual Japanese/English ability.
• Ability to follow procedures, escalate issues appropriately, and maintain compliance with IT governance and security policies.
• Awareness of ITIL practices and standard Service Desk workflows.
• Willingness to support knowledge base updates and participate in continuous service improvement initiatives.

Preferred Qualifications:

• Experience in Knowledge Base Management, including maintaining and improving KBA content.
• Understanding of the Knowledge Base Article (KBA) lifecycle, from drafting to approval and retirement.
• Deep understanding of ITSM frameworks and experience with ticketing systems such as ServiceNow.
• Practical experience with Incident, Service Request, Change, and Problem Management processes.
• Shift time flexible.
• Ability to communicate effectively with cross-functional teams (L2/L3, application owners, SMEs, etc.).
• Experience conducting quality audits/assessments for voice, chat, and ticket transactions.

Language Skills: Fluent level Japanese (JLPT N1) and Elementary level English

Company Description:

One of the world's leading professional services companies, transforming clients' business, operating and technology models for the digital era. 

Their unique industry-based, consultative approach helps clients envision, build and run more innovative and efficient businesses. 

Headquartered in the U.S., this company is one of the Fortune 500 companies and is consistently listed among the most admired companies in the world.

 [Passive smoking measures]

Indoor smoking

Designated smoking area