Our Company
We’re Hitachi Digital Services, a global digital solutions and transformation business with a bold vision of our world’s potential. We’re people-centric and here to power good. Every day, we future-proof urban spaces, conserve natural resources, protect rainforests, and save lives. This is a world where innovation, technology, and deep expertise come together to take our company and customers from what’s now to what’s next. We make it happen through the power of acceleration.
Imagine the sheer breadth of talent it takes to bring a better tomorrow closer to today. We don’t expect you to ‘fit’ every requirement – your life experience, character, perspective, and passion for achieving great things in the world are equally as important to us.
The team
Hitachi Digital Services Vietnam is part of a 300 strong global delivery network, supporting Hitachi Digital Services around the globe. Our employees collaborate with teams in Japan, India, Portugal, and the US, servicing customers worldwide and working on a huge variety of projects. From cloud migration to digital modernization and advanced analytics, offering operational excellence, agile delivery, and plenty of energy to work on huge transformation projects for our customers.
The role
We are looking for a proactive and customer-focused IT Service Desk Analyst with strong Japanese proficiency to join our team. This role requires on-site support in a 16×5 rotational shift and will be the first point of contact for end-user technical issues. The ideal candidate should have excellent problem-solving skills, strong customer service orientation, and the ability to communicate technical solutions effectively in both English and Japanese.
Serve as the initial point of contact for IT support requests via phone, email, and tickets, assisting users in both Japanese and English. Provide first-line troubleshooting for hardware, software, network, and application-related issues. Collaborate with team peers to provide best-in-class customer service for aligned task. Escalate complex or unresolved issues to the appropriate L2 or L3 support teams, following internal procedures. Monitor service desk queues and prioritize requests based on urgency and impact. Diagnoses and resolves advanced IT related issues-software, O365 and Windows operating systems. Assist with password resets, account lockouts, other user account management and Active directory / ARS platform knowledge. Assist with software installations and updates, ensuring systems are up-to-date and secure; configure, and maintain hardware devices such as desktops, laptops, printers, and mobile devices. Assist with basic network troubleshooting, including connectivity issues, VPN access, and Wi-Fi problems. Document and track incidents and service requests in the ticketing system, ensuring accurate details and timely updates.
What you’ll bring
Have 2-7 years of experience in Service Desk / Technical Support (L1). Fluency in Japanese (JLPT N2/JLPT N1/BJT J1+), and English both verbal and written, with the ability to explain technical issues to non-technical users. Provide support through Calls, Emails and self service tickets and should be willing to work in 24*7 rotational shift environment. Excellent customer service skills to support Global customers. Experience with advanced Active Directory, O365, software installation, Printers and other standard applications. Experience with tools like ServiceNow, Genesys, BeyondTrust (Bomgar). Familiarity with networking concepts such as TCP/IP, DNS, DHCP, VPN, and Wi-Fi. Should have a basic understanding of Major Incident Management (MIM), good knowledge of ticketing systems (e.g., ServiceNow). Strong problem-solving and troubleshooting skills. Ability to work independently and as part of a team in a fast-paced environment.
About us
We’re a global, team of innovators. Together, we harness engineering excellence and passion to co-create meaningful solutions to complex challenges. We turn organizations into data-driven leaders that can make a positive impact on their industries and society. If you believe that innovation can bring a better tomorrow closer to today, this is the place for you.
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Championing diversity, equity, and inclusion
Diversity, equity, and inclusion (DEI) are integral to our culture and identity. Diverse thinking, a commitment to allyship, and a culture of empowerment help us achieve powerful results. We want you to be you, with all the ideas, lived experience, and fresh perspective that brings. We support your uniqueness and encourage people from all backgrounds to apply and realize their full potential as part of our team.
How we look after you
We help take care of your today and tomorrow with industry-leading benefits, support, and services that look after your holistic health and wellbeing. We’re also champions of life balance and offer flexible arrangements that work for you (role and location dependent). We’re always looking for new ways of working that bring out our best, which leads to unexpected ideas. So here, you’ll experience a sense of belonging, and discover autonomy, freedom, and ownership as you work alongside talented people you enjoy sharing knowledge with.
We’re proud to say we’re an equal opportunity employer and welcome all applicants for employment without attention to race, colour, religion, sex, sexual orientation, gender identity, national origin, veteran, age, disability status or any other protected characteristic. Should you need reasonable accommodations during the recruitment process, please let us know so that we can do our best to set you up for success.