Service Desk Analyst (Korean / Japanese Speaker)

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Responsibilities:

• Provide diagnosis and resolution for hardware, software, and network issues through telephone, email, and chat support for end users.
• Route complex problems to internal second and third-level IT support staff as needed.
• Coordinate and manage relationships with vendors and support staff to facilitate hardware, software, and network problem resolution.
• Utilize the Incident Management System to document and manage problems, work requests, and their respective resolutions and workarounds.
• Respond to telephone calls, emails, chats, and assigned tickets from users. Assign work orders/incidents to appropriate support teams and follow up until closure.
• Engage with users to diagnose problems through discussion, including recognition, log analysis, research, isolation, resolution, and follow-up steps.
• Provide Level 1 remote desktop support and perform other activities based on standard operating procedures (SOPs).
• Conduct user account management activities to ensure proper access and security.
• Escalate complex problems to appropriate support specialists for advanced troubleshooting.
• Evaluate, analyze, and set up PC-based software products (e.g., word processors, spreadsheets, presentation graphics, database management systems, email, and communications).
• Troubleshoot client software issues and basic network connectivity problems effectively.
• Identify, evaluate, and prioritize customer problems and complaints to ensure timely resolutions.
• Provide limited training to users and operators, and may write training procedures as necessary.
• Participate in ongoing training and departmental development to enhance skills and knowledge.
• Provide knowledge transfer related to End User Computing (EUC) operations to support team effectiveness.

• Native/Fluent in Korean OR Japanese both written and spoken.
• Certified in Korean OR Japanese Language.
• Experienced in IT Support/Service Desk.
• Open to fresh graduates.
• Diploma/Bachelor’s degree in Information Technology/related field OR equivalent experience.

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• Which of the following languages are you fluent in?