Japanese Service Desk Analyst (ICT_TECH CS_2026_03R)

Responsibilities:

Excellence 

• Provide technical and general application function and feature support to internal and external clients via phone, email, and customer portals 
• Manage, triage, and resolve multiple incoming incidents and service requests by understanding client needs and meeting defined SLAs 
• Demonstrate comprehension of the configuration and use of various WTW technologies to support clients effectively 
• Assist in developing and improving standardized work processes, tools, and methodologies to enhance quality and customer experience 
• Apply efficient support delivery practices, combining structured problem-solving with strong people skills to drive faster and more consistent resolutions 
• Document solutions and known issues in the knowledge base, and contribute ideas for innovation and automation to promote a 5-star customer experience

People

• Record, process, and manage incidents and service requests through to resolution, following agreed processes and procedures 
• Own client technical issues end-to-end, from initial report through resolution or escalation 
• Address client concerns related to ICT software products, SaaS platforms, and managed hosting services (MHS) 
• Communicate ticket status clearly, track progress, and escalate issues to next-level support when required 
• Utilize all available technical tools and resources, including ServiceNow and/or BMC Helix, to deliver effective and efficient support
• Demonstrate strong soft skills, including active listening, empathy, and professionalism in all client interactions 
• Effectively manage call handling time, after-call work, and workload prioritization

Clients

• Manage client expectations regarding response and resolution times 
• Triage, diagnose, and perform basic troubleshooting of software errors and failures; resolve incidents where possible or recommend appropriate remediation 
• Adapt communication style and content to different audiences, shifting between high-level context and technical detail as needed 
• Provide timely and accurate updates to clients via phone, email, or other communication channels

Financial

• Resolve software and technical questions efficiently to minimize service disruption and operational impact 
• Identify potential major incidents or recurring problems and proactively highlight them to management 
• Escalate unresolved incidents in line with defined SLAs and operational thresholds 
• Achieve support-related productivity targets while maintaining service quality

-