Service Desk Specialist

Job Type
4,500,000 JPY - 5,000,000 JPY per year (negotiable based on experience)
Japanese Level
English Level
Advanced (TOEIC 860)
Start Date


Our client is a worldwide third-party maintenance provider for multi-vendor hardware. They are seeking a service desk specialist for their Japan office. The purpose of this position is to manage all incoming calls for service from customers from a remote support location and delivering services to international customers.



- 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 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

- Ensure constant up to date reporting about status of all calls through the relevant tools internally and to Customer

- Manage local buffer stock refill process with logistic team




- お客様からのサポート依頼の電話やメールへの対応
- 最初のインシデント認定プロセスでお客様へのサポート提供
- 必要なすべての情報、詳細、分類、優先順位を記載したシステムへの通話の記録
- テクニカルチーム(L2、L3)への適切なエスカレーションの実施
- ユーザーとのコミュニケーション:インシデントの進捗状況の報告、変更通知
- アポイントメント確認に関するお客様への連絡、障害の修正が報告された際のフィードバックの確認
- ローカルパートナー、お客様、ロジスティックセンターとのスペアパーツの発送の調整
- 社内およびお客様への関連ツールを通じて、すべてのコールのステータスの報告
- ロジスティックチームと一緒に現地のバッファストックの補充プロセスの管理


【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)

【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

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

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


- 電話、電子メール、対面でのやり取りが多い、テンポの速いカスタマーサポート環境での業務経験
- 顧客/クライアント/パートナーとの良い関係を構築・維持するスキル