Service Helpdesk Analyst

Job Type
450,000 JPY - 500,000 JPY per Month + Transportation + Medical + Skillhouse Benefits
Japanese Level
High Intermediate (JLPT Level 2)
English Level
Advanced (TOEIC 860)
Start Date


Our client, a successful Fintech Company, is looking for a Service Helpdesk Analyst.


A Service Helpdesk Analyst is an information technology (IT) professional who:

- Helps users to resolve issues with computer hardware or software

- Respond to user inquiries, assess problems and issues with IT equipment and applications, and help resolve these issues for users

- Works closely with other IT department personnel to provide assistance on tasks that are outside the scope of their knowledge or expertise

- Service desk analysts need to balance creative and technical problem-solving, customer service, and collaboration to ensure that personnel throughout the organization can access and utilize the software and resources they need for worky


Employee onboarding and offboarding

- Prepare windows, Mac, office equipment, Google/Atlassian/Jumpcloud, and other software accounts for all business and engineering teams according to their roles and responsibilities.

- Receive the equipment, deactivate the accounts at the Employee/contractor exit time.


General IT inquiry and request

- Handle incoming queries and help requests from end-users, either via email, over the phone, or Jira board such as a new or delete account request, general purchase, new or change computer/mobile phone request, etc.

- Directly resolve user technical issues as they arrive.

- This can involve remotely accessing the user’s computer and making changes to their system and settings or walks the user through steps they can take to resolve the issue on their own.

- Escalate Advanced Cases to other departments if required.

- Maintain Service Records in assigned JIRA or confluence.


General equipment purchase/procurement

- Request vendor for estimation, create requests and get approval from finance to purchase equipment, create a purchase order, request to finance team for monthly billing payment, etc.


Asset management

- Log and manage the assets deployment information, their historical issues, etc.


Service Knowledgebase

- Create and update operational manual/workflow used for daily work, update playbook/document of problem management documents etc.

- Maintain detailed records, to look at a user’s history of software or hardware issues and make recommendations to prevent future problems.


Incident support ​

- Support end-users if there are any software or hardware incidents, communicate to vendors if required.

- Take care of any technical issues in the office such as network, Wi-Fi, PBX, power outage, etc.





- ユーザーのコンピューターのハードウェアやソフトウェアの問題解決サポート

- ユーザーからの問い合わせに対応し、IT機器とアプリケーションに関する問題を見極め、解決する

- 他のIT部門の担当者と緊密に連携して、専門知識の範囲外のタスクもサポートする

- 創造的および技術的な問題解決、カスタマーサービス、コラボレーションのバランスを取り、組織全体の担当者が作業に必要なソフトウェアとリソースにアクセスして利用できるようにする


【会社概要 | Company Details】

A successful Fintech Company, provides a payment platform that lets online merchants accept payments in real-time from consumers without credit cards.


【就業時間 | Working Hours】

9:00 am – 6:00 pm, Mon-Fri. (Work-From-Home right now due to Covid-19)


【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

- Service Helpdesk Analysts will neutralize direct customer issues by support with technical knowledge to fix software, hardware and account problems:

- Knowledge of IT Support/Service Desk (in ​ITIL​) is a must.

- This role requires advanced knowledge on Windows, Mac OS, ​technology security

- Experience in scripting (windows batch, shell, power shell, bash, python etc.) is a plus

- Hands-on experience in the IT Service desk team of a well-established company


- ITサポート/サービスデスク(ITIL内)に関するご経験

- Windows、Mac OS、テクノロジーセキュリティに関する知識

- スクリプトの経験(Windowsバッチ、シェル、Power Shell、bash、Pythonなど)があれば尚可

- 定評のある企業のITサービスデスクチームでの実務経験