IT Service Desk Lead (Japanese Language)
ServiceOne Solutions MalaysiaPetaling Jaya, Selangor, Malaysia1 hari lalu
Penerangan pekerjaanLanguage : Must be able to speak and write fluent Japanese and English. Diploma or above in Information Technology, Computer Science, or a related discipline. Minimum 3-5 years of experience in IT service desk or technical support roles, with at least 1-2 years in a supervisory / team lead capacity. Prior experience supporting Japanese-speaking users is strongly preferred. Experience managing or working in a remote team environment is an advantage. Strong knowledge of Windows and macOS operating systems, Microsoft Office applications, and basic networking. Experience with ITSM and ticketing systems (e.g., ServiceNow). Familiarity with Active Directory, remote support tools, and ITIL best practices. Excellent leadership, coaching, and people management abilities. Strong analytical, organizational, and problem-solving skills. Outstanding communication and interpersonal skills. Customer-focused attitude with a commitment to service excellence. Ability to manage multiple priorities and work independently in a distributed remote team. 8-hour shifts, rotational schedule starting as early as 7 : 00 AM and last shift ended by 6 : 00 PM, Monday – Friday (including public holidays).
IT Service Desk Lead (Japanese Language)
The IT Service Desk Team Lead (Japanese Language) is responsible for supervising and supporting a remote team of Service Desk Analysts who provide first-line technical support to internal users, including those in Japan. This role requires fluency in Japanese and English, strong leadership skills, and experience in remote IT service delivery.
Responsibilities
- Lead, coach, and mentor a remote team of IT Service Desk Analysts providing technical support in both Japanese and English.
- Monitor service desk ticket queues to ensure timely response, resolution, and closure of incidents and requests according to SLAs.
- Act as the primary escalation point for complex or high-priority technical issues, collaborating with IT teams and stakeholders as needed.
- Ensure high-quality, customer-focused support for Japanese-speaking users through clear and effective communication.
- Conduct regular virtual team meetings, training sessions, and knowledge sharing to foster team development and maintain up-to-date technical expertise.
- Analyse support metrics and generate reports to identify trends, improve processes, and optimize team performance.
- Develop and maintain knowledge base articles and process documentation in both Japanese and English.
- Drive continuous improvement initiatives to enhance the remote support experience and customer satisfaction.
- Ensure compliance with IT policies, procedures, and information security standards.
- Assist with recruitment, onboarding, and remote training of new service desk team members.
- Perform additional duties and projects as assigned by Company.
Requirements
Technical Skills
Other Skills
Shift requirement
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It Service Desk Lead • Petaling Jaya, Selangor, Malaysia