Service Desk L1 Support Lead (Bilingual JP/EN)
Global IT Services Company (Confidential)
ワークスタイル
服装カジュアル 残業少なめ募集要項
Job Title
Service Desk L1 Support Lead Engineer (Bilingual JP/EN)
■ Company
Global IT Services Company (Confidential)
■ Job Summary
We are looking for a bilingual (Japanese/English) L1 Service Desk Support Lead to join a global IT support team in Japan.
This role is part of a global service desk transformation project aimed at consolidating L1 support into a unified model, improving service quality, and enhancing user experience through standardization and automation.
You will act as a key point of contact for end users while also supporting team operations, SLA/KPI management, and continuous improvement initiatives.
■ Key Responsibilities
＜User Support＞
Provide L1 support via phone, email, and chat
Troubleshoot hardware, software, and basic network issues
Provide remote desktop support following SOPs and knowledge base
Manage user accounts and access requests
＜Incident & Service Management＞
Log, track, and resolve tickets using ITSM tools
Escalate complex issues to L2/L3 teams
Ensure SLA compliance (MTTA, MTTR, etc.)
Maintain high-quality ticket documentation
＜Team Lead / Shift Lead Duties＞
Monitor ticket queues and service performance
Track incidents and prepare RCA reports
Support SLA/KPI management and reporting
Coordinate shift handovers and daily operations
Mentor team members and support onboarding/training
Drive continuous improvement and knowledge management
＜Other＞
Update knowledge base and documentation
Collaborate with global teams (Japan, Poland, China)
Ensure high customer satisfaction (CSAT)
応募必要条件
| 職務経験 | 3年以上 |
| キャリアレベル | 中途経験者レベル |
| 英語レベル | ビジネス会話レベル (英語使用比率: 25％程度) |
| 日本語レベル | 流暢 |
| 最終学歴 | 専門学校卒 |
| 現在のビザ | 日本での就労許可が必要です |
スキル・資格
■ Requirements
＜Must Have＞
Native-level Japanese and business-level English
Experience in IT support / service desk / helpdesk
Strong communication and customer service skills
Basic knowledge of OS, applications, and IT troubleshooting
Ability to work in a team and manage tasks efficiently
＜Nice to Have＞
Experience with ServiceNow or other ITSM tools
Knowledge of Incident Management processes
Leadership or shift lead experience
■ Working Hours
Shift-based (8 hours/day + 1-hour break)
Weekdays: 7:00 AM – 10:00 PM (JST)
Weekends & Holidays: 8:30 AM – 10:00 PM (JST)
※Compensatory leave provided
■ Holidays & Leave
Two days off per week (shift-based) + compensatory leave
Paid annual leave
Special leave (bereavement, etc.)
■ Why Join Us
Work in a global IT environment using English
Be part of a large-scale service desk transformation
Gain leadership experience as a shift lead
Stable project with career growth opportunities
勤務地
- 東京都 23区, 港区
- 日比谷線、 神谷町駅
労働条件
雇用形態正社員
給与550万円 ~ 850万円
勤務時間Shift-based (8 hrs/day) between 7:00–22:00 / Comp off
休日・休暇2 days off/week (shift) + compensatory leave
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