Apply now
Job Description
Service Desk Agent (Japanese Bilingual - JLPT N2)
Job Location:  Taguig City, Cebu City
Location Flexibility:  Multiple Locations in Country
Req Id:  9916
Posting Start Date:  7/9/26

At Fujitsu, we've been driven to create a sustainable world through innovation since 1935. Today, we lead in digital transformation globally with our 130,000 employees across 50+ countries. We empower our diverse community to achieve greatness through career development and opportunities. Explore our internal positions and join us in shaping a brighter future. Thank you for being a part of Fujitsu. We look forward to growing together toward a brighter future.

 

Service Desk Agent (Japanese Bilingual – JLPT N2)

Role Purpose

The Service Desk Analyst serves as the primary point of contact for users, delivering timely and effective first-level IT support. This role ensures smooth business operations by efficiently managing IT incidents, problems, and service requests while maintaining a high standard of customer experience.

Key Responsibilities

Incident Management

  • Provide first-level technical support for IT-related incidents, including hardware, software, and network connectivity issues
  • Log, categorise, prioritise, and track incidents in the service management tool with accuracy and timeliness
  • Escalate complex or unresolved issues to second-level support teams with complete and detailed documentation
  • Adhere to established incident management processes to ensure consistent and high-quality service delivery

Problem Management

  • Identify trends in recurring incidents and support root cause analysis
  • Document issues and contribute insights to the problem management process

Service Request Fulfilment

  • Handle and complete standard service requests such as password resets, software installations, and account maintenance
  • Ensure all requests are delivered within defined service level agreements (SLAs)

Customer Communication & Support

  • Deliver excellent customer service via phone, email, chat, and other communication channels
  • Communicate clearly and professionally in both English and Japanese
  • Actively listen to users to understand concerns and provide effective solutions
  • Maintain a positive, empathetic, and customer-focused approach at all times
  • Provide timely updates to users regarding the status of their requests or incidents

Knowledge Management

  • Document resolutions and frequently occurring issues in the knowledge base
  • Stay up to date with relevant tools, technologies, and best practices to improve first-call resolution

Team Collaboration

  • Work closely with internal teams and support groups to ensure seamless service delivery
  • Share knowledge and best practices to contribute to overall team effectiveness

Performance Monitoring

  • Track individual performance against KPIs and SLAs
  • Support reporting and analysis of service desk performance metrics

Other Responsibilities

  • Perform additional duties as assigned by management or required by the organisation

Qualifications & Requirements

  • JLPT N2 certification (required)
  • Strong verbal and written communication skills in both Japanese and English
  • Excellent customer service and interpersonal skills
  • Ability to troubleshoot basic IT issues and learn technical processes quickly
  • Strong attention to detail and organisational skills

Preferred (Nice to Have)

  • Experience in a service desk, helpdesk, or BPO environment
  • Familiarity with ticketing systems and IT service management tools (e.g., ServiceNow)
  • Basic knowledge of ITIL processes

What Success Looks Like

  • High first-call resolution rate
  • Timely and accurate handling of incidents and requests
  • Strong customer satisfaction scores
  • Effective collaboration within the support team
Relocation Supported:  No
Visa Sponsorship Approved:  No

At Fujitsu, we are committed to an inclusive recruitment process that values the diverse backgrounds and experiences of all applicants. We believe that hiring people from a wide variety of backgrounds makes us stronger, not because it's the right thing to do, but because it allows us to draw on a wider range of perspectives and life experiences.