IT Helpdesk/Service Desk/IT Support (Japanese Speaking)

Key Responsibilities: Provide L1 IT support via phone, email, chat, and ServiceNow. Troubleshoot and resolve hardware, software, network, access, and general IT issues. Support Japanese-speaking users and communicate effectively in Japanese and English. Manage incidents and service requests according to defined SLA/KPIs. Escalate critical and complex issues to regional/global IT teams. Support IT outages and crisis situations, including user communication and service restoration testing. Handle user onboarding/termination and access-related processes. Perform UAT and support IT process improvement projects when required. Maintain accurate incident records and contribute to IT knowledge-base documentation. Collaborate with global IT teams to improve user experience and service quality. Requirements: Bachelor's degree in IT, Computer Science, Computer Engineering, Business Administration, Arts or related field. Experience 3-5 years in IT Service Desk, Help Desk, Technical Support, or IT Support. Experience with ServiceNow or ITSM tools is preferred. Strong troubleshooting and problem-solving skills. Fluent Japanese and good English communication skills. Strong customer service and communication skills. Comfortable working with international and multicultural teams. Able to work under pressure and handle critical IT incidents.