Service Desk L1 Engineer
Work location: 100% onsite at Cognizant Tokyo office
1 min walk from Hanzomon station
4 min walk from Kojimachi station
Language requirement: Native level Japanese (N1 level), communication level English
We are seeking a skilled and proactive Service Desk Engineer to support IT operations for a major pharmaceutical company with over 8,000 employees in Japan.
As a front-line contact for IT support, you will deliver prompt and reliable assistance for hardware, software, and authentication-related issues. Clear, empathetic communication and strong customer service skills are essential, especially when guiding users or addressing challenges arising from outdated documentation. Beyond troubleshooting, you will contribute to incident management, process adherence, documentation enhancement, and continuous service improvements.
We are looking for someone flexible, eager to learn, and capable of leading by example—eventually training team members and helping elevate the overall performance of the Service Desk.
Roles & Responsibilities:
•Deliver first-level IT support for hardware and software issues, including PC setup, software installation, authentication troubleshooting.
•Provide end to end ticket management based on the SOPs/Knowledge bases and escalate tickets not resolvable at service desk layer to appropriate L2/L3 teams.
•Follow-up and update customer status and information.
•Handle incoming inquiries via phone, chat, and ticketing systems; accurately document incidents and escalate complex cases as required.
•Communicate effectively with users, providing step‑by‑step guidance and assisting in areas where documentation may be unclear or outdated.
•Adhere to SLA/KPI targets and ensure all support activities comply with corporate security and operational standards.
•Maintain high-quality customer service by following established procedures and ensuring consistent, professional communication.
•Contribute to updating knowledge base articles and supporting ongoing service improvement initiatives across the team.
Must‑Have:
•Strong customer service background with a professional and user‑centric approach.
•Advanced understanding of Windows OS, Microsoft 365, and common enterprise applications.
•Hands-on experience troubleshooting PC hardware, peripherals, and software-related issues.
•Experience coordinating and supporting Major Incident calls.
•Solid understanding of authentication technologies including VPN, MFA, and Microsoft Authenticator.
•Native-level Japanese communication skills with a strong customer-first mindset; bilingual Japanese/English ability.
•Ability to follow procedures, escalate issues appropriately, and maintain compliance with IT governance and security policies.
•Awareness of ITIL practices and standard Service Desk workflows.
•Willingness to support knowledge base updates and participate in continuous service improvement initiatives.
Nice to Have:
•Experience in Knowledge Base Management, including maintaining and improving KBA content.
•Understanding of the Knowledge Base Article (KBA) lifecycle, from drafting to approval and retirement.
•Deep understanding of ITSM frameworks and experience with ticketing systems such as ServiceNow.
•Practical experience with Incident, Service Request, Change, and Problem Management processes.
•Ability to communicate effectively with cross-functional teams (L2/L3, application owners, SMEs, etc.).
•Experience conducting quality audits/assessments for voice, chat, and ticket transactions.
À propos de Cognizant
Cognizant (NASDAQ : CTSH) est un AI Builder et une entreprise de services numériques (ESN) élaborant des solutions complètes d’IA maximisant les investissements pour des résultats concrets. Sa profonde expertise des métiers, des processus et des technologies lui permet d’intégrer dans les systèmes technologiques le contexte unique de chaque organisation de l’ingénierie à la production à l’échelle. Son objectif : améliorer l’efficacité des équipes, créer de la valeur et permettre aux grandes entreprises de rester performantes dans un monde qui évolue rapidement. Pour en savoir plus : cognizant.ai ou @cognizant.
Renseignments suppplémentaires sur l'emploi
Les informations sur la rémunération sont exactes à la date de publication. Cognizant se réserve le droit de modifier ces informations à tout moment, conformément aux lois applicables.
Les exigences linguistiques varient selon les postes, mais nous demandons à tous les candidats d’avoir une connaissance de base de l’anglais afin de faciliter les communications internes à l’échelle de l’entreprise. Pour les postes basés au Québec, une maîtrise de l’anglais est requise puisque vous fournirez des services et collaborerez avec des parties prenantes situées hors de la province, qui ne parlent pas nécessairement le français.
Cognizant est un employeur souscrivant au principe de l’égalité d’accès à l’emploi. Votre candidature et votre dossier ne seront pas examinés en fonction de la race, de la couleur, du sexe, de la religion, des croyances, de l'orientation sexuelle, de l'identité de genre, de l'origine nationale, du handicap, de l'information génétique, de la grossesse, du statut d'ancien combattant ou de toute autre caractéristique protégée telle que décrite par les lois fédérales, provinciales ou locales.
Si vous avez un handicap qui nécessite un aménagement raisonnable pour rechercher une offre d'emploi ou poser une candidature, envoyiez un courriel à [email protected] avec votre demande et vos coordonnées.
