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Service Desk Analyst - Unified Support



IT, Customer Service
Tokyo, Japan
Posted on Thursday, June 13, 2024

Company Description

IFS is a billion-dollar revenue company with 6000+ employees on all continents. Our leading AI technology is the backbone of our award-winning enterprise software solutions, enabling our customers to be their best when it really matters–at the Moment of Service™. Our commitment to internal AI adoption has allowed us to stay at the forefront of technological advancements, ensuring our colleagues can unlock their creativity and productivity, and our solutions are always cutting-edge.

At IFS, we’re flexible, we’re innovative, and we’re focused not only on how we can engage with our customers but on how we can make a real change and have a worldwide impact. We help solve some of society’s greatest challenges, fostering a better future through our agility, collaboration, and trust.

We celebrate diversity and understand our responsibility to reflect the diverse world we work in. We are committed to promoting an inclusive workforce that fully represents the many different cultures, backgrounds, and viewpoints of our customers, our partners, and our communities. As a truly international company serving people from around the globe, we realize that our success is tantamount to the respect we have for those different points of view.

By joining our team, you will have the opportunity to be part of a global, diverse environment; you will be joining a winning team with a commitment to sustainability; and a company where we get things done so that you can make a positive impact on the world.

We’re looking for innovative and original thinkers to work in an environment where you can #MakeYourMoment so that we can help others make theirs. With the power of our AI-driven solutions, we empower our team to change the status quo and make a real difference.

If you want to change the status quo, we’ll help you make your moment. Join Team Purple. Join IFS.

Job Description


The Service Desk Analyst manages the full lifecycle of all cases which relate to the provision of support, maintenance and cloud service activities for commercial IFS customers. The Service Desk Analyst therefore plays a critical role in forming customers’ perceptions of IFS and our services. Sitting within Unified Support Service Operations, they are also the initial point of contact for all case escalations and any emergency assistance requested via phone, email and the IFS Service Center.

The ideal candidate is a clear and concise communicator, problem solver, quick learner and has a drive to deliver outstanding customer experience to our customers with every engagement they make.

Duties & Accountabilities

  • Operational Duties

  • Triage and validation of new incoming cases

  • Provide Japanese translation services within the Service Desk team, facilitating communication between English-speaking case resolvers and Japanese-speaking customers

  • Providing first contact resolution using your own experiences, skills, knowledge, and any other accessible resources available to you

  • Identify knowledge gaps and drive the creation of new KBAs through the resolver groups to enable more first-contact resolution opportunities

  • Where a first-contact resolution is not possible, route cases to appropriate resolver groups

  • Receive and process all case escalation requests made via phone, email and the IFS Service Center

  • Customer bridge call initiation and introductions for P1/P2 case escalations on behalf of the resolver

  • Case co-ordination and communications for P1 situations on behalf of the resolver

  • Cross case co-ordination, event bridge management and customer communications for Major Incident situations

  • Receive and process all case priority change requests

  • Manage case resolution rejections by customers, when it is required to re-engage the resolvers

  • Manage reminders for customers where they need more time to complete their actions

  • Monitor resolver group responses and resolution actions to ensure SLA/KPI adherence on all in scope cases

  • Monitor the quality of case progress updates by both the service desk and the resolver groups to ensure quality of communication is assured

  • Single point of contact to create/update cases where customers interact with IFS via the phone as part of the heritage P1 emergency support service


To be successful in the role, you will:

  • Be fluent at interpersonal and communication skills in the English language and Japanese language, both written and verbal skills being essential to the success of this role

  • Be an effective collaborator with others regardless of function

  • Be accepting of responsibility, accountability, and ownership

  • Be committed to delivering on deadlines and other targets

  • Have a strong ability to be pragmatic, structured, forward-thinking, and dependable

  • Be calm under pressure

  • Act by example and set the tone

  • Understanding other parties’ needs and balance stakeholders

  • Manage own time efficiently and effectively

  • Be able to bring individuals across resolver groups together to deliver a delightful customer experience

  • Be flexible to work to deadlines and needs of the role

  • Have problem-solving skills and the ability to change approach based on information gathered during the process

  • Have strong organizational skills and ability to multi-task

  • Have an ability to negotiate with a possibly unfriendly customer to reach mutually acceptable results

  • Have a natural ability to live the IFS Corporate values of Agile, Collaborative, Trustworthy

Qualifications & Experience

  • Degree in IT, Business Management or related discipline

  • At least two years’ experience in enterprise or cloud service delivery

  • ITIL v3/4 certification will be of major benefit

  • Experience using ServiceNow or a competing service desk product operated to ITIL convention

  • Experience of working in a modern knowledge management tool with KCS practices such as ServiceNow, Confluence

  • Experience of working in a service desk environment

  • Customer service experience

Technical Skills

  • Basic desktop user IT skills

  • Basic understanding of ITSM or ITIL

  • The ability to understand and follow technical documentation such as Standard Operating Procedures and FAQs written in English

Working Environment

  • Standard working hours.

  • But this role may be part of an on-call rota in the future, for an extra allowance.

  • The role includes hybrid working as part of its role.

Additional Information

Interviews and selections are being made continuously. If you are interested, apply as soon as possible.

As a step in our recruitment process, all final candidates will undergo a background check, to get us an understanding of our future employees.

We respectfully decline all offers of recruitment and/or advertising assistance.

IFS Fact
IFS develops and delivers enterprise software for customers around the world who manufacture and distribute goods, build and maintain assets, and manage service-focused operations. The industry expertise of our people and solutions, together with a commitment to delivering value to every one of our customers, has made IFS a recognized leader and the most recommended supplier in our sector. Our team of 6,000 employees and growing ecosystem of partners support more than 10,000 customers around the world challenge the status quo and realize their competitive advantage. Learn more about how our enterprise software solutions can help your business today at ifs.com.