Service Desk Analyst (Japanese Speaker)

Job Responsibilities

• Respond to self-service tickets and emails, escalating issues to L2 if necessary.
• Monitor and maintain audit trails of incidents using designated tools.
• Ensure timely resolution of incidents within defined SLA timeframes.
• Generate reports and perform statistical analysis from ticketing data.
• Monitor system components and scheduled events.
• Alert the support team about critical issues and system failures.
• Provide first-level support for inquiries, access, and authorization issues.
• Prepare and submit monitoring reports.
• Perform ad-hoc tasks and duties as assigned.

Job Requirements

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