Japanese-Speaking Service Desk Officer Job at NTT DATA (Cyberjaya)

Job Description

The Japanese-Speaking Service Desk Officer at NTT DATA plays a crucial role in providing first-level technical support to end-users. This position requires proficiency in both Japanese and English, along with experience in helpdesk environments. Responsibilities include monitoring network performance, troubleshooting hardware and software issues, and ensuring client satisfaction. A diploma or degree in IT/Computing or equivalent work experience is required. The role involves working in a 12-hour shift pattern and offers opportunities for professional growth within a diverse and innovative team.

Job Responsibility

Receives, logs, validates and diagnoses client requests, on the full range of products and services offered, applying agreed service level agreements leveraging standard tools, platforms, and processes
Uses Managed Services product and process knowledge along with discretion to respond to tickets
Provides client with a first call resolution, where possible, leveraging standard operating procedures or work instructions
Flags the need for such content, when relevant articles are not available
Provides timely updates to clients, when requested, on any pending requests or tickets
Works closely with resolver groups, and other functions, to ensure timely updates are sent to the client
Produces breach and aging reports for tickets opened by the service desk
Identifies gaps and shortcomings in the current processes, procedures, services and provides recommendations for improvement
Uses sound judgment to escalate an issue to a higher level
Ensures that a professional level of service quality is maintained and that clients are satisfied

Requirements

Diploma/ degree or relevant qualification preferably in IT/Computing OR equivalent work experience related to IT helpdesk/ customer service/ customer support
Business level English and Japanese language skills – speaking, reading, and writing
Flexible to work in 12-hour rotational shift patterns
Flexible to work onsite in Cyberjaya

Nice to have

Experience in helpdesk or Service Desk environment or customer service especially in Japanese
Good exposure to ticketing systems, escalation handling, and multi‑party coordination

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Japanese-Speaking Service Desk Officer

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