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Help Desk Analysts – Bilingual (Japanese) L1 Support

Job Code : DQ220-4
Posted on : April 1, 2020

Job Location : Bangalore/Noida
Industry : Healthcare/Lifesciences
Discipline : Product Consulting


We are looking for experienced Bilingual/Japanese speaking Help Desk Analysts to provide L1 Support to Vitrana’s customers. The Help Desk Analyst participates in a supportive role by acting as a liaison between customer and departments within the organization, to ensure that all reported problems are resolved in an accurate and timely manner.


  • First point of contact for providing support for specific customer IT applications and systems to internal end users.
  • Provide accurate solutions to user problems to ensures user productivity.
  • Respond to all calls received by the Help Desk (Phone, Email, Chat, Web) and ensures that each Help Desk call received is logged.
  • Follows escalation processes and refers any time consuming and more difficult issues to the next corresponding support team member when appropriate.
  • Inform users of any global problems or system outages.
  • Always maintain a professional Help Desk image by being courteous and helpful.
  • Enhance and develop quality support methods and communication skills through coaching and feedback.
  • Assist in the resolution of user and support issues among customer sites to ensure timely distribution of knowledge and positive impact on customer satisfaction.
  • Acquire and maintain current knowledge of relevant product offerings and support policies in order to provide technically accurate solutions to customers.
  • Applies knowledge of information systems and services to investigate and identify applications, systems and network problems. Uses tools, techniques and knowledge bases to resolve issues.


  • 2-5 years of experience in providing First Line Helpdesk Support in rotational shifts
  • Ability to work changing shift patterns including weekends and holidays to support 24×7 services
  • Prior experience supporting multiple system users in a large business environment
  • Excellent, clear, and concise English verbal and written communication skills used at all levels of business
  • Knowledge of relevant internal systems, software and hardware including but not limited to Jira, Kaseya, Oracle/SQL
  • Proven track record in adhering to and supporting change management initiatives
  • Ability to multi-task and work on own initiative using a helpdesk system to work on requests based on priority and severity
  • Excellent planning, organisational and time management skills
  • Ability to work under pressure

To apply for the above position, please send your word resumes to by specifying the Job Code.

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