Service Desk Engineer.

Service Desk Engineer.

Job Id : 6429
Posted : 2022-04-28
Industry : Information Technology and Services
Employment Type : Full Time, Permanent
Required Skills : Sevice desk, IT Helpdesk, IT Troubleshooting, Japanese1, English2
City : Shinjuku
State : Tokyo
Country : Japan
Annual Salary : ¥4,000,000 ~ ¥6,500,000

Job Description

Position Title: Service Desk Engineer 


  • Asks the Customer End User for all relevant information concerning the call made or issue reported by the Customer End User
  • Attempts to resolve the defined inquiries while on the telephone, to meet the agreed upon Service Level for First Call Resolution
  • Routes the enquiries to Resolver Groups as appropriate
  • Re-routes misdirected call
  • Escalates tickets which have not been resolved by SD, in accordance with Customer escalation procedures
  • Provides status and updates on tickets to authorized users
  • Reopens Ticket / Creates new ticket to follow up if the user indicates that the inquiry was not resolved to their satisfaction
  • Makes recommendations for updates to the KB database
  • Opens, logs, prioritizes, assigns, and closes calls logged in ticketing syste


  • 2- 5 years of overall experience in IT troubleshooting – IT helpdesk or service desk experience is mandatory
  • Bachelor Degree 
  • Excellent analytical, problem solving and critical thinking skills
  • Exceptional oral and written communication skills
  • Ability to work independently, multi-task, and take ownership of various parts of a Project or Initiative.
  • Native Japanese Language (N1 and above) is mandatory along with English speaking ability

Company Description

A leading global information technology, consulting, and business process services company. We harness the power of cognitive computing, hyper-automation, robotics, cloud, analytics, and emerging technologies to help our clients adapt to the digital world and make them successful. A company recognized globally for its comprehensive portfolio of services, a strong commitment to sustainability, and good corporate citizenship, we have over 160,000 dedicated employees serving clients across six continents. Together, we discover ideas and connect the dots to build a better and a bold new future.
[Measures against passive smoking]
No smoking indoors allowed
Designated smoking area

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