# Global Professional Services Firm – IT Help Desk Agent
## About Us
We are an international professional services firm focused on organizational performance, helping client companies turn leadership, productivity and effectiveness principles into lasting change in how people work. Our presence in Japan brings globally proven practice into the local market for clients across the country, supported by a team of fewer than fifty people here. That scale means a close, collaborative atmosphere in which every individual has a visible effect on our clients and on our own business. Behind the local team sits a global network of colleagues across Europe and North America.
## The Role
As our IT Help Desk Agent, you are the first person colleagues turn to when something technical gets in their way, and you make sure they are unblocked quickly and treated well along the way. You will sit within our global IT team and report to an IT manager based in Europe, while working day to day out of our office in central Tokyo. The position is permanent and full-time, combining hands-on in-person support at the office with assistance delivered through remote channels, and the working pattern is hybrid with a mix of office and home-based days. Your remit covers colleagues in Japan as well as overseas offices in either the Americas or Europe.
## Responsibilities
Much of what makes this role valuable happens between tickets. You will keep our internal knowledge base, FAQs and troubleshooting guides current and usable in both Japanese and English, writing clearly enough that colleagues can help themselves wherever possible. Patterns matter too: where the same faults keep resurfacing, you will track them and report what you are seeing to IT and to management so the underlying cause can be addressed. You will also work closely with colleagues in IT, HR and operations, acting as a reliable link between our team in Japan and the wider global organization. New joiners are another part of your week, and you will get them productive from day one by setting up accounts, preparing devices and arranging access to the software they need.
On the support side, you will take inquiries arriving by phone, email, chat and our ticketing system, handling them in Japanese and in English as required. Because of the time difference, part of your schedule covers the overnight help desk for our overseas offices during standard Japanese working hours. You will diagnose and resolve issues spanning hardware, software, networks and user accounts, and pass more complex cases to the right specialist team when that is the faster route to a fix. Every request gets logged and kept up to date, and you will follow through until the person who raised it confirms it is resolved. Throughout, you will translate technical detail into plain language that colleagues without a technical background can act on, and you will support people both at their desks in the office and remotely when they are working from home.
## What You’ll Bring
We are looking for someone personable and genuinely comfortable with technology, with roughly five years or more of practical experience in a help desk, IT support or customer service setting, including time spent supporting teams remotely in Japan or across a mix of Japanese and international colleagues. A completed university degree in information systems, computer networking or a related field forms a good foundation. You should be confident with Windows and macOS environments, have a solid grasp of networking fundamentals and everyday business software, and have worked with ticket management systems and remote support tooling. Strong written and spoken communication, careful attention to detail and the ability to keep several requests moving at once in a busy environment all matter here, as does the patience and approachability that make people glad they asked you for help.
**Fluency in both Japanese and business-level English, in reading, writing and speaking, is a requirement for this role.**
Beyond that, a few things would count in your favour: familiarity with directory services and Microsoft 365 administration, some scripting or automation ability for repetitive troubleshooting work, a track record of creating and maintaining technical documentation, and recognised IT certifications such as CompTIA A+ or ITIL Foundation.
## What We Offer
– A permanent, full-time position with on-target earnings in the range of JPY 7-9 million, structured as roughly 75 percent base salary and 25 percent bonus
– Hybrid working, with two days per week in our central Tokyo office and three days from home
– Membership of a global IT team, with regular exposure to colleagues in Europe and North America
– A small, close-knit local team where your work is visible and your contribution counts
– Start date as soon as you are available, with a target of early December
We are looking forward to receiving your application!