We use cookies to deliver our services. By visiting our website, you agree to the use of cookies as described in our  Privacy Policy
Click here to hide.

Daijob.com is Japan's definitive job site for multilingual professionals.

Job Search

keyvisual
Updated 2025-09-11
Activated 2025-09-11

Deskside Engineer

Company Name

PTS Japan Co., Ltd./PTS Japan K.K

Job Type
PTS Japan Co., Ltd./PTS Japan K.K
IT (Other) - IT Help Desk
IT (Other) - Other
Administrative - Other
Industry Consulting - Other
Location Asia Japan Tokyo

Job Description [Job Description]
The L1 support agents must have basic IT skills along with strong communication (verbal & oral) skills, at Native level Japanese and business level English. Selected Agents will be tailored to client expectations, environment, processes, IT and business knowledge, after the onboarding mandatory training.

L1 agents need to handle all users' issues and service requests based on the guidance within agreed SLA. Able to answer all contacts efficiently in a professional and courteous manner in the requested languages. Agents able to provide on call support for the Japan based customer, end-users. The global model will leverage Capgemini’s chatbot as 1st line of interaction for all users, with Capgemini's L1 agents providing interaction (via hubs in Poland, China & Japan).
Description Overview:

We are looking bilingual L1 support agent/engineers (mid-junior & Senior) for our Japan based service desk. It’s a Global service model. As our client wants to consolidate a fragmented L1 Service Desk landscape under single provider, Capgemini plans to bring a competent and consistent global user experience, create a single point of contact, and unlock efficiencies through scale and automation. Significant step to standardizing and improving service levels in our support ecosystem and gaining central visibility on L1 issues, while freeing up our L2+ support teams to focus on more complex topics. 
Responsibilities:

Provide support via telephone/email/chat for customers end users

Route problems to internal 2nd and 3rd level IT support staff.

Use the Incident Management System to document and manage problems and work requests and their respective resolutions and circumvention's.

Responds to telephone calls, email, instant messages, and assigned tickets from users; Assign work orders / incidents to appropriate support teams and follow up until closure.

Provide level 1 remote desktop support and perform other activities based on SOPs & KBs

Perform user account management activities

Escalate complex problem to appropriate support specialists

Troubleshoot client software and basic network connectivity problems

Identify, evaluate and prioritize customer problems and complaints

May train users and operators on a limited basis and/or may write training procedures

Participate in on-going training and departmental development

Routine maintenance updates with other IT staff and business units

Provide all required documentation including standards, configurations and diagrams

Provide knowledge transfer of EUC operations

To maintain high login Efficiency (Availability) for customers.

To provide level 1 remote desktop support to resolve tickets or provide hardware or software or network problem diagnosis or resolution via telephone or email or chat within agreed SLA of ticket volume and time.

To update worklogs and follow shift or escalation process to escalate complex problem to appropriate support specialists or route problems to 2nd and 3rd level IT support staff as the case be.

Work on value adding activities such Knowledge base update and self-development.

To adhere to quality standards (voice and accent, Tech Monitoring), regulatory requirements and company policies.

To ensure positive customer experience and CSAT through First Call Resolution and minimum average handling time (AHT), rejected resolutions or Reopen Cases."

Maintain ticket resolution quality by following the below criteria,

SLA (MTTA, MTTT, MTTR)

Ticket quality checks – 12 criteria

Reopen rate

Ability to resolve the ticket in L1 que.

Ticket accuracy (agent addressing the issue and performing quality troubleshooting steps to resolve it ASAP)

More rules on calls

Politeness

Greetings

Driving call proactively

Issue understanding

Humble Language etc.

Update the Knowledge Base time to time with defined process

Monitor the que to maintain all the SLA’s

Team player who proactively shares the information in handovers, trackers, emails, etc.

Reports important events to all the stakeholders proactively
Company Info PTS Japan is a project management consulting company.
It has been growing since it was founded in 1997.
It was originally a British foreign-affiliated company, but became independent three years ago and is currently developing new businesses.
40% of the employees are foreign nationals, and most of the Japanese employees are bilingual.
Working Hours

Service Window: (8X5 Shift) Shift on Weekends & National Holidays with Compensatory off.

Weekdays: 7:00 ~ 22:00 JST (9 hours shift, including 1 hour break)

Weekends: 8:30 ~ 22:00 JST



Job
Requirements		 Required skills/ Expected profiles:

Fluent verbal and written language skills paired with very good communication skills

Experience in handling the relevant Operating Systems and Applications

Experience working as a customer service agent.

Team player with a problem-solving attitude and efficient task management skills

Experience applying appropriate solutions according to the incident management process.

Knowledge Management, incident Management, Service Now tool experiences are plus.

English Level Fluent (TOEIC 865-)
Japanese Level Native Level
Salary JPY - Japanese Yen JPY 5000K - JPY 6000K   
Other Salary
Description		 complete social insurance
Full transportation expenses
education training
Holidays: Saturdays, Sundays, and holidays Paid vacation (according to client regulations)
Contract employee [Employment available]
Holidays 完全週休2日制
冬期休暇
有給休暇
慶弔休暇
育児休暇
Job Contract
Period		 Contract employee for the first year after joining the company, with the possibility of being promoted to full-time employee after one year
Nearest Station Tokyo
Like Apply
Back

People who viewed this job offer also looked into these.
Japan's No1 job site for multilinguals・Job Details 「Daijob.com]　TOP

You will now be redirected to an external site.
Please confirm each site’s terms of agreement (privacy policy) in regards to the management of personal information.

Agree and Redirect

Please apply from here

Apply Like

This posting is managed by:

PTS Japan Co., Ltd./PTS Japan K.K

Company Information

Feature Article

Job List

Hot Agent

Like Apply