Service Desk Engineer

Job Description

 Appealing Points:

• Opportunity to grow from L1 support into a Technical/Knowledge Lead role with ownership of quality audits, team coaching, and process improvements.
• Hands-on exposure to diverse IT environments (hardware, software, authentication) while building strong problem-solving and customer communication skills.
• Involvement in service improvement, knowledge management, and performance optimization initiatives that directly impact team success and customer satisfaction.

Annual salary: 5 million and above

Job Description:

• We are seeking a skilled and proactive Service Desk Engineer to support IT operations for a major pharmaceutical company with over 8,000 employees in Japan. This role begins as a hands-on L1 support position, where you will learn our operational standards, tools, and day‑to‑day workflows. After successfully establishing a foundation in core Service Desk tasks, the role is expected to transition into a leadership capacity—supporting team management, training, process improvement, and quality assurance.
• As a front-line contact for IT support, you will deliver prompt and reliable assistance for hardware, software, and authentication-related issues. Clear, empathetic communication and strong customer service skills are essential, especially when guiding users or addressing challenges arising from outdated documentation. Beyond troubleshooting, you will contribute to incident management, process adherence, documentation enhancement, and continuous service improvements.
• We are looking for someone flexible, eager to learn, and capable of leading by example—eventually training team members and helping elevate the overall performance of the Service Desk.

Job Responsibilities:

• Deliver first-level IT support for hardware and software issues, including PC setup, software installation, and authentication troubleshooting.
• Handle incoming inquiries via phone, chat, and ticketing systems; accurately document incidents and escalate complex cases as required.
• Communicate effectively with users, providing step‑by‑step guidance and assisting in areas where documentation may be unclear or outdated.
• Adhere to SLA/KPI targets and ensure all support activities comply with corporate security and operational standards.
• Maintain high-quality customer service by following established procedures and ensuring consistent, professional communication.
• Contribute to updating knowledge base articles and supporting ongoing service improvement initiatives across the team.

Future Technical / Knowledge Lead (Post-Ramp-Up)

• Conduct TQA/VQA quality audits and provide regular coaching and feedback, including additional audits for BQ agents.
• Drive CSAT improvement initiatives and develop action plans to enhance overall team performance.
• Oversee day‑to‑day Service Desk operations, ensuring SLA/KPI compliance and managing escalations effectively.
• Monitor qualitative and quantitative performance metrics, recommend process improvements, and coordinate communication updates with the process owner.
• Lead knowledge management activities: identify new content needs, verify information with SMEs, review/edit/approve knowledge articles, and collaborate with application owners to update or retire outdated content.
• Improve knowledge base effectiveness by ensuring accuracy, clarity, and continuous enhancement for all L1 engineers.
• Manage floor operations by monitoring call volumes (incoming/outgoing/handled) and tracking shift attendance to mitigate SLA risks.
• Monitor call patterns, escalate when queues experience no calls or sudden spikes, and perform test calls to identify issues and restore service quickly.
• Act as backup support for handling complaint users and critical customer situations.

Language Skills: Fluent level Japanese (JLPT N1) and Business 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.

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