全职 IT Service Desk Team Lead (Japanese Speaker) 工作, 薪水 up to MYR 10,999, ServiceOne Solutions Malaysia Federal Territory 公司招聘中 - Ricebowl

Responsibilities:

• Lead, coach, and mentor a remote team of IT Service Desk Analysts providing technical support in both Japanese and English.
• Monitor service desk ticket queues to ensure timely response, resolution, and closure of incidents and requests according to SLAs.
• Act as the primary escalation point for complex or high-priority technical issues, collaborating with IT teams and stakeholders as needed.
• Ensure high-quality, customer-focused support for Japanese-speaking users through clear and effective communication.
• Conduct regular virtual team meetings, training sessions, and knowledge sharing to foster team development and maintain up-to-date technical expertise.
• Analyse support metrics and generate reports to identify trends, improve processes, and optimize team performance.
• Develop and maintain knowledge base articles and process documentation in both Japanese and English.
• Drive continuous improvement initiatives to enhance the remote support experience and customer satisfaction.
• Ensure compliance with IT policies, procedures, and information security standards.
• Assist with recruitment, onboarding, and remote training of new service desk team members.
• Perform additional duties and projects as assigned by Company.

Requirement

• Language: Must be able to speak and write fluent Japanese and English.
• Diploma or above in Information Technology, Computer Science, or a related discipline.

Experience:

• Minimum 3-5 years of experience in IT service desk or technical support roles, with at least 1-2 year in a supervisory/team lead capacity.
• Prior experience supporting Japanese-speaking users is strongly preferred.
• Experience managing or working in a remote tea, environment is an advantage.

Technical Skills:

• Strong knowledge of Windows and macOS operating systems, Microsoft Office applications, and basic networking.
• Experience with ITSM and ticketing systems (e.g., ServiceNow).
• Familiarity with Active Directory, remote support tools, and ITIL best practices.

Other Skills:

• Excellent leadership, coaching, and people management abilities.
• Strong analytical, organizational, and problem-solving skills.
• Outstanding communication and interpersonal skills.
• Customer-focused attitude with a commitment to service excellence.
• Ability to manage multiple priorities and work independently in a distributed remote team.

Shift requirement:

• 8-hour shifts, rotational schedule - Monday – Sunday (including public holidays).

Pay: RM9,000.00 - RM10,999.00 per month

Application Question(s):

• Are you willing to work in rotational shifts?
• How many months' notice you required to give your current employer?

Education:

• Diploma/Advanced Diploma (Preferred)

Experience:

• Service desk: 3 years (Preferred)
• leadership: 1 year (Preferred)

Language:

• Japanese (Preferred)

Work Location: In person