Service Desk Specialist

Job Type
Japanese Level
English Level
Advanced (TOEIC 860)
Start Date




- サポートリクエストの報告、電話や外部顧客からのメールへの対応
- 最初のインシデント資格取得のためのお客様へのサポート提供
- システムへのすべての必要な情報、詳細、分類、優先順位の記録
- 技術チームL2、L3へのケースのエスカレーション
- ユーザーとのコミュニケーション - インシデントの進行状況の通知、変更や遅延の通知
- 顧客とのアポイントメントの確認、故障の修正と報告された時のフィードバックの確認
- ローカルパートナー/顧客/物流センターとのスペアパーツの調整



An international IT service company is looking for a Service Desk Specialist.


The purposes of this position is to manage all incoming calls for service from customers from a remote support location and delivering services to international customers. To manage and coordinate the call dispatch to our local partners in additions to our global Support Center to ensure SLA achievement, using all relevant internal call logging tools.



- Answer incoming calls or external customers emails reporting a support request

- Assist the customers with the first incident qualification process

- Logging Calls in the system with the all needed information, details, categorizations and priorities

- Responsible for escalating cases appropriately to the Technical team, L2 and L3

- Communication with users – keeping them informed of incident progress, notifying them of impending changes or delays

- Contact customers to confirm scheduled appointments and verify feedback when outages are reported fixed.

- Coordinate spares parts dispatch with local partner / Customer / logistic center



【会社概要 | Company Details】
A global IT Life Services company offers end-to-end data center maintenance service. The company helps customers find cost-effective, hassle-free solutions for their IT infrastructure maintenance needs.

【就業時間 | Working Hours】
9:00 - 18:00(Mon - Fri)
*on-call shift every two weeks

【休日休暇 | Holidays】
Saturday, Sunday, and National Holidays, Year-end and New Year Holidays, Paid Holidays, Other Special Holidays

【待遇・福利厚生 | Services / Benefits】

各種社会保険完備(厚生年金保険、健康保険、労災保険、雇用保険)、 屋内原則禁煙(屋外に喫煙所あり)、 通勤交通費支給等

Social insurance, Transportation Fee, No smoking indoors allowed (Designated smoking area), etc.

Required Skills

- カスタマーサポートの経験、電話、電子メール、または対面での顧客対応の経験
- シフト制で働ける方、必要に応じて残業できる方
- 顧客/顧客/パートナーとの関係の構築、維持する能力


 - Experience working in a fast-paced customer support environment requiring heavy telephone, e-mail, or face-to-face interaction required.

- Ability to work in shifts, ensuring availability of services during out of business hours, during evenings and weekends. And ability to work overtime, if need.

- Ability to build and maintain relationship with customers/clients /partner