Haken L2 Desktop Support & IT Helpdesk - Retail | Tokyo

Join a leading global luxury and consumer retail company in Tokyo as an L2 Desktop Support Specialist / IT Helpdesk Lead, delivering high-quality technical support to employees and VIP business users across the company's corporate offices in Japan.

In this contract role, you will provide Level 2 IT helpdesk support, desktop troubleshooting and hardware provisioning, helping employees resolve technical issues efficiently and maintain productivity.

You will support a diverse range of business users, including senior stakeholders and colleagues with limited technical knowledge. Your ability to combine practical IT troubleshooting with outstanding customer service will be essential to delivering a positive end-user experience.

You will also help coordinate IT equipment preparation, manage support requests through ticketing platforms such as ServiceNow or Jira Service Desk, and support the smooth operation of workplace technology.

This opportunity is ideal for an experienced IT Helpdesk Analyst, Desktop Support Engineer or IT Support Specialist seeking a Tokyo-based contract position with an international retail brand and opportunities to progress into IT leadership or site support coordination.

Key Responsibilities

• Deliver responsive Level 2 desktop support and IT helpdesk services to employees across corporate offices in Japan.
• Provide professional, discreet and efficient VIP IT support to senior stakeholders and business users.
• Troubleshoot desktop hardware, workplace technology and common end-user IT issues to minimise disruption.
• Coordinate IT hardware provisioning, including preparing and distributing equipment for corporate employees.
• Log, track, prioritise and manage support requests using ServiceNow, Jira Service Desk or similar IT ticketing systems.
• Assess incoming incidents and service requests, ensuring urgent business-impacting issues receive appropriate attention.
• Communicate technical solutions clearly and patiently to employees with different levels of IT knowledge.
• Work collaboratively with internal IT colleagues to escalate complex issues and maintain consistent support standards.
• Maintain accurate records of troubleshooting activities, ticket updates and equipment-related support requests.
• Identify recurring support issues and suggest practical improvements to enhance the overall employee IT experience.

Required Skills and Qualifications

Experience:

• 3+ years of professional experience in IT Helpdesk, Desktop Support or End-User IT Support.
• Practical experience troubleshooting desktop computers, workplace hardware and common user-facing IT issues.
• Familiarity with ServiceNow, Jira Service Desk or comparable IT service management and ticketing platforms.
• Experience handling IT incidents, service requests and user support tickets in a corporate environment.
• Understanding of hardware provisioning and IT equipment support for business users.
• Experience supporting employees with varying levels of technical knowledge.
• Ability to provide responsive, customer-focused support in a busy office environment.

Soft Skills:

• Exceptional customer service skills, with a friendly, patient and approachable manner when assisting non-technical users.
• Strong interpersonal communication skills and the ability to build trust with senior stakeholders and VIP users.
• Excellent prioritisation and time management skills, particularly during periods of high support request volumes.
• Proactive, hands-on attitude with a willingness to take ownership of tasks regardless of size.
• Strong problem-solving skills and a practical approach to troubleshooting IT issues.
• Collaborative team-player mindset, with the flexibility to support colleagues and adapt to changing business needs.

Language Requirements:

• Japanese: Fluent level for providing technical assistance to employees and local business stakeholders.
• English: Native level for communication within the international corporate environment.

Preferred Skills & Qualifications

• Experience providing VIP desktop support or executive IT assistance in a corporate environment.
• Previous IT support experience within luxury retail, consumer goods or multinational organisations.
• Familiarity with IT equipment preparation, distribution and end-user hardware provisioning processes.
• Experience managing high volumes of support tickets while maintaining strong customer satisfaction.
• Exposure to IT service desk coordination, support team leadership or site IT operations.
• Experience collaborating with international IT teams in a bilingual workplace.

About the Company

Our client is an iconic international luxury and consumer retail company with a strong brand presence and growing digital office operations across Japan.

The organisation combines a globally recognised retail identity with a dynamic, international corporate environment, where technology plays an important role in supporting employees and day-to-day business operations.

As the company continues to expand its digital workplace capabilities in Japan, its IT support teams help ensure employees have reliable access to the equipment and technical assistance they need.

This is an opportunity to work within a well-established global retail brand while developing practical IT support expertise in a customer-focused, international workplace.

Why You'll Love Working Here

• Earn a competitive contract rate of ¥2,000-¥3,000 per hour.
• Join an international luxury and consumer retail brand with an established presence in Japan.
• Work in a vibrant, multicultural team environment supporting corporate business users.
• Gain hands-on experience delivering L2 Desktop Support, IT Helpdesk and VIP technical assistance.
• Develop your skills in IT service management, ticket prioritisation and hardware provisioning.
• Enjoy employee product discounts offered by the company.
• Benefit from a clear potential career path towards IT Lead or Site Reliability Coordinator positions.
• Work from offices located in prime commercial districts of Tokyo, with convenient access to public transport.
• Collaborate with supportive colleagues in a fast-paced, customer-focused business environment.
• Build valuable experience supporting the digital workplace operations of a globally recognised retail organisation.

Don't Miss Out - Apply Now!