Japanese-Speaking Service Desk Officer
Continue to make an impact with a company that is pushing the boundaries of what is possible. At NTT DATA, we are renowned for our technical excellence, leading innovations, and making a difference for our clients and society. Our workplace embraces diversity and inclusion – it’s a place where you can continue to grow, belong, and thrive.
Your career here is about believing in yourself and seizing new opportunities and challenges. It’s about expanding your skills and expertise in your current role and preparing yourself for future advancements. That’s why we encourage you to take every opportunity to further your career within our great global team.
Your day at NTT DATA
Japanese-Speaking Service Desk Officer is a critical role responsible for providing comprehensive first-level technical support to our end-users. This position involves monitoring network and server performance, troubleshooting hardware and software issues, and ensuring the efficient operation of end-user computing devices via telephonic, email, chat and remote support in both English & Japanese. This role requires 12-hour shift to ensure smooth service delivery and adequate coverage.
- 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.
- 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
Advantageous certifications/ experience
- Experience in helpdesk or Service Desk environment or customer service especially in Japanese
- Good exposure to ticketing systems, escalation handling, and multi‑party coordination
Workplace type:
On-site WorkingEqual Opportunity Employer
NTT DATA is proud to be an Equal Opportunity Employer with a global culture that embraces diversity. We are committed to providing an environment free of unfair discrimination and harassment. We do not discriminate based on age, race, colour, gender, sexual orientation, religion, nationality, disability, pregnancy, marital status, veteran status, or any other protected category. Accelerate your career with us. Apply today