IT Service Desk Specialist (Japanese, Korean)

Respond to user inquiries and resolve technical issues via phone, email, or chat in English, Japanese, Korean, Mandarin, or Cantonese depending on proficiency.

Create, document, and manage support tickets using ITSM systems, ensuring accuracy in issue description, categorization, and priority setting.

Troubleshoot common issues related to :

• Network connectivity
• Operating systems (Windows, macOS)
• Office 365 / Microsoft applications
• IT workplace tools and business applications

Follow Standard Operating Procedures (SOP) and Knowledge Base (KB) to provide consistent solutions.

Escalate complex issues to Level 2 / Level 3 teams and follow through until resolution.

Maintain a high standard of customer service to achieve Service Level Agreements (SLAs).

Work on rotational shifts, 5 days per week, 9 working hours per day (including 1-hour break), within the operational window of 06 : 00 AM to 12 : 00 AM . No fixed off day – rest days are based on rotational shift arrangement.

Key Responsibilities

Network connectivity

Requirements

Education & Experience

Language Proficiency

Skills & Attributes

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