Senior Analyst - English, Japanese, Microsoft Windows
China
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Job Description
Senior Analyst - English, Japanese, Microsoft Windows
Shanghai, Shanghai

Job Summary

The Japanese Helpdesk Engineer serves as the primary point of contact (L1/L2) for IT support requests, delivering high-quality technical assistance to Japanese-speaking users. The role involves troubleshooting IT issues, managing incidents and requests, and ensuring seamless communication between global teams and Japanese stakeholders. As per service desk expectations, this role acts as a single point of contact for IT incidents and service requests, ensuring service continuity and SLA adherence

Key Responsibilities

Key Responsibilities: • Provide technical support to Japanese-speaking customers via phone or email. • Accurately understand customer technical issues (e.g., software, hardware, network, accounts) and resolve them following standard procedures. • Log, track, and follow up on customer cases to ensure proper closure. • Collaborate with internal technical teams and second-tier support to improve resolution efficiency. • Collect, organize and analyze user feedback, and propose improvements to continuously enhance customer experience. • Complete other customer support tasks as assigned by supervisor

Skill Requirements

Requirements: 1. JLPT N1 (Japanese Language Proficiency Test Level 1) – fluent in spoken and written Japanese, able to communicate effectively with native speakers. 2. CET-4 (College English Test Band 4) or above; CET-6 preferred – capable of reading English technical documents and basic English communication. 3. Good documentation skills- 4. Computer literate, with basic knowledge of common office software, operating systems (Windows/macOS), and network configuration. 5. Previous experience in technical support, call center, or customer service is a plus.

Other Requirements

 1. Excellent communication and interpersonal skills with patience to handle different customer emotions. 2. Strong team player, willing to share knowledge and support colleagues. 3. Logical thinking with good problem-solving skills.

Technical Skills\\\\r\\\\n\\\\r\\\\nWorking knowledge of:\\\\r\\\\n\\\\r\\\\nWindows OS, MS Office, O365\\\\r\\\\nActive Directory (basic user management)\\\\r\\\\nVPN and network basics\\\\r\\\\n\\\\r\\\\n\\\\r\\\\nFamiliarity with:\\\\r\\\\n\\\\r\\\\nTicketing tools (ServiceNow, Remedy, etc.)\\\\r\\\\nRemote support tools\\\\r\\\\n\\\\r\\\\n\\\\r\\\\n\\\\r\\\\n\\\\r\\\\nProcess Knowledge\\\\r\\\\n\\\\r\\\\nITIL foundation (Incident, Request, Problem management)\\\\r\\\\nService Desk operations and ticket lifecycle
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Information at a Glance

Why HCLTech?

At HCLTech, you'll supercharge your potential. You'll find your career. And you'll find your spark. All at a place that knows that helping its customers stay on top starts by putting its people first.

HCLTech is a global technology company, home to more than 226,300 people across 60 countries, delivering industry-leading capabilities centered around digital, engineering, cloud and AI, powered by a broad portfolio of technology services and products. We work with clients across all major verticals, providing industry solutions for Financial Services, Manufacturing, Life Sciences and Healthcare, Technology and Services, Telecom and Media, Retail and CPG, and Public Services. Consolidated revenues as of 12 months ending December 2025 totaled $14.5 billion.
23 Benefits At HCLTech, we believe in empowering our employees with comprehensive benefits that support their professional growth and enhance their well-being. When you sign up for a career with us, you gain access to: https://rmkcdn.successfactors.com/147eb21f/a701dca9-f32d-4fc9-9447-6.svg Industry-benchmarked compensation https://rmkcdn.successfactors.com/147eb21f/b0c54381-ddcc-4a33-9b35-9.svg Best-in-class healthcare benefits https://rmkcdn.successfactors.com/147eb21f/b73027be-7aae-4d36-a090-4.svg Personal time off https://rmkcdn.successfactors.com/147eb21f/d5b4fdfd-2e99-4e26-9878-9.svg Maternity and paternity benefits https://rmkcdn.successfactors.com/147eb21f/3d42b0fc-4652-435a-9ece-c.svg Access to skills / higher education programs/resources https://rmkcdn.successfactors.com/147eb21f/aeddeaf2-9e25-4584-ad11-d.svg Discounts on products and services via Benefit Box https://rmkcdn.successfactors.com/147eb21f/a9609a3b-2700-4b3c-9d90-a.svg Participate in CSR programs and live life with a purpose https://rmkcdn.successfactors.com/147eb21f/c6e33851-710f-4634-bd69-f.svg Opportunities to grow and advance your career Note: The benefits listed above vary depending on the nature of your employment and the country where you work. Some benefits may be available in some countries but not in all.