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and strong customer service skills are essential, especially when guiding users or addressing challenges arising from outdated documentation.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effectively with users, providing step‑by‑step guidance and assisting in areas where documentation may be unclear or outdated.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.
About Cognizant:
Cognizant (Nasdaq: CTSH) is an AI Builder and technology services provider, bridging the gap between AI investment and enterprise value by building full-stack AI solutions for our clients. Our deep industry, process and engineering expertise enables us to build an organization’s unique context into technology systems that amplify human potential, drive tangible outcomes and keep global enterprises ahead in a fast-changing world. See how at cognizant.ai or @cognizant.
Additional employment information
Compensation information is accurate as of the date of this posting. Cognizant reserves the right to modify this information at any time, subject to applicable law.
Applicants may be required to attend interviews in person or by video conference. In addition, candidates may be required to present their current state or government issued ID during each interview.
Cognizant is an equal opportunity employer. Your application and candidacy will not be considered based on race, color, sex, religion, creed, sexual orientation, gender identity, national origin, disability, genetic information, pregnancy, veteran status or any other characteristic protected by federal, state or local laws.
If you have a disability that requires reasonable accommodation to search for a job opening or submit an application, please email [email protected] for roles based in the Americas or [email protected] for roles based in India.
