IT Helpdesk ( English / Mandarin / Japanese speaker)

Provide first-level IT support via phone, email, and chat

Log, categorize, and prioritize incidents and service requests using ServiceNow

Perform initial diagnosis and resolve or escalation issues according to ITIL processes

Monitor ticket queues and ensure timely resolution in line with SLAs

Maintain clear communication with users throughout the support lifecycle

Knowledge & Documentation

Update and maintain internal knowledge base articles

Document troubleshooting steps and resolutions for future reference

Contribute to continuous improvement of support documentation and workflows

IT Provisioning & Access Management

Install and configure software and basic hardware

Set up network access, printers, and shared resources

Manage user permissions and license allocations

Ensure compliance with internal security and access policies

Collaboration & Process Improvement

Work closely with other IT teams to resolve complex issues

Participate in service improvement initiatives and feedback loops

Support audits and reporting related to ITIL processes and SLA metrics

Requirements

Bachelor’s degree in any relevant field

Minimum 1 year of experience in IT Help Desk or IT Support

Maintain and update knowledge base articles

Ensure compliance with SLAs and ITIL processes (Incident, Request, Problem Management)

Collaborate with other IT teams to ensure seamless service delivery

Ability to perform business tasks in English (reading, writing, speaking)

Proficient in PC operating skills on Windows (Outlook, Word, Excel, internal application software, etc.) and iPad on iOS

Japanese language skills (reading, writing, and speaking) are required for 2 out of the 4 open positions.

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