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About the Role

We are seeking a bilingual L1 support Service Desk Lead for our Japan-based service desk, operating within a global service model. This role is crucial for consolidating the L1 Service Desk landscape, providing a consistent global user experience, establishing a single point of contact, and driving efficiencies through scale and automation. The goal is to standardize and improve service levels, gain central visibility on L1 issues, and allow L2+ support teams to focus on complex topics.

Responsibilities

Handle all users' issues and service requests based on guidance within agreed SLAs.
Answer all contacts efficiently in a professional and courteous manner in the requested languages.
Provide on-call support for the Japan-based customer and end-users.
Interact with users via hubs in Poland, China, and Japan, leveraging the client's chatbot as the first line of interaction.

Requirements

Basic IT skills.
Strong communication (verbal & oral) skills.
Native level Japanese language proficiency.
Business level English language proficiency.
Ability to handle all users' issues and service requests based on guidance within agreed SLAs.
Ability to answer all contacts efficiently in a professional and courteous manner in the requested languages.
Ability to provide on-call support for the Japan-based customer and end-users.

Skills

Basic IT skills
Strong communication skills
Native level Japanese
Business level English

Location

Japan

Work Type

Global service model