IT Platform Specialist – End User Services (#519)

This role offers the opportunity to work across multiple departments and global teams depending on skills and interests. In addition to day-to-day operational support, the position involves active participation in process improvement initiatives and projects. Depending on assignments, there may also be opportunities for domestic and international travel, providing exposure to diverse IT environments and global operations.
 

User Support Responsibilities

• Provide end-user support for PCs and peripheral devices, troubleshooting technical issues and resolving user inquiries
• Receive, manage, and document user requests and support cases
• Coordinate with global teams for issue resolution, validation, and escalation when required

IT Service Desk / Tier 2 Support Operations

• Manage the intake, tracking, and resolution of incidents and service requests using ticketing systems (e.g., ServiceNow)
• Monitor progress, coordinate with internal departments, and handle escalations and user complaints
• Oversee and manage outsourced service providers
• Perform identity and access management (ID operations)

Communication & Incident Management

• Collect and coordinate information during IT incidents and communicate updates to War Room teams
• Provide timely updates to end users and business stakeholders regarding system outages and resolutions
• Distribute formal communications related to IT service disruptions or changes

Knowledge Base & Documentation

• Develop, maintain, and continuously improve FAQs and knowledge base articles for the service desk
• Document recurring issues and solutions to improve operational efficiency and consistency

IT Asset & Documentation Management

• Manage IT hardware assets and ensure proper lifecycle management
• Develop and maintain operational manuals, procedures, and technical documentation

Continuous Improvement & Process Optimization

• Identify opportunities to improve support processes and operational efficiency
• Propose and implement initiatives to enhance user satisfaction and service quality
• Collaborate with other teams to support process improvements and automation initiatives

Additional Responsibilities

• Participate in other IT support tasks and projects as required based on business needs
• Flexibility to adapt to changing operational requirements and priorities
   

Required Skills & Experience

• Experience in IT support, helpdesk, or IT operations roles
• Knowledge and experience with ticketing systems (e.g., ServiceNow)
• Basic understanding of PCs, networks, and IT infrastructure
• Experience with or understanding of Active Directory operations
• Strong documentation skills (MS Word, Excel, etc.)
• Strong communication and interpersonal skills
• Strong problem-solving and continuous improvement mindset
• Flexibility and adaptability to changing priorities and environments
• Japanese language proficiency (native or business-level required)
• English: ability to read/write required; conversational ability is an advantage