Multilingual Service Desk Analyst (Japanese)

• To work in partnership with local management, colleagues and clients at all levels to ensure requests are resolved to the satisfaction of the customer.

• Follow agreed escalation procedures.

• To come in on time and schedule shifts and Breaks assigned by the people manager.

• Follow the rest day's schedule as assigned.

• Assists Service Desk Specialist in processing non-complex work orders, service requests as necessary support requirements assigned by the Service Desk management team or the Service Desk Manager

• Advise the people manager of planned/unplanned leaves as below:

• Vacation leave – at least 10 days in advance of the planned leave date

• Sick leave - at least two (2) hours before the start of the shift. A member, when using sick

• leave, must notify his manager (or next higher-ranked manager) via a phone call to the

• manager’s direct office line or mobile phone within the prescribed lead time.

• Maintain quality standards in accordance with agreed metrics.

• Ensure that all quality deficiencies are corrected in a timely manner for activities in your function.

• To submit necessary service delivery ****

• Ensure feedback is given to people manager if potential issues are detected.

• Ensure feedback is given to people manager if process improvement measures can be implemented.

• Ensure attendance at planned meetings.

• Fluent in both Japanese and English (near-native proficiency)

• Strong verbal and written communication skills

• Basic to intermediate knowledge of Windows and Microsoft 365 (M365)

• Experience or aptitude in technical troubleshooting and customer support

• With an active TRV or Permanent Resident Visa in the Philippines

• Must not be a present or former employee of CGGI

• Should be amenable to work on a shifting schedule and onsite in Taguig

• Salary expectations should be within the maximum budget

Required qualifications to be successful in this role:

• At least a Vocational Diploma, Short Course Certificate, Undergraduate, or Bachelor’s/College Degree in any field

• At least 2 years of experience in Service Desk, Helpdesk or Technical Support.

• Proficient in written and verbal communication in English and Japanese.

• Keen attention to detail.

• Proficient in computer and technical skills.

• Solid analytical and problem-solving skills.

• Good process mapping ability.

• Amenable to work in our Ortigas and Mckinley, Taguig site

• Proactive, service-minded and able to multitask.

• Good interpersonal skills (empathy, verbal dexterity, etc.)