IT Service Desk & Operation Support

Function

Our Company
 

We’re Hitachi Digital, a company at the forefront of digital transformation and the fastest growing division of Hitachi Group. We’re crucial to the company’s strategy and ambition to become a premier global player in the massive and fast-moving digital transformation market.
 

Our group companies, including GlobalLogic, Hitachi Digital Services, Hitachi Vantara and more, offer comprehensive services that span the entire digital lifecycle, from initial idea to full-scale operation and the infrastructure to run it on. Hitachi Digital represents One Hitachi, integrating domain knowledge and digital capabilities, and harnessing the power of the entire portfolio of services, technologies, and partnerships, to accelerate synergy creation and make real-world impact for our customers and society as a whole.
 

Imagine the sheer breadth of talent it takes to unleash a digital future. We don’t expect you to ‘fit’ every requirement – your life experience, character, perspective, and passion for achieving great things in the world are equally as important to us.

Job description

Position Summary 

The IT Service Desk & Operations Support Specialist is responsible for delivering enduser technical support and ensuring the smooth operation of IT services across the organization. This role serves as the first point of contact for IT-related incidents and service requests, while also supporting day to day IT operations, device management, and IT compliance activities. 

The successful candidate will have strong troubleshooting skills, excellent customer service experience, and the ability to work collaboratively with infrastructure, security, and application support teams. 

Key Responsibilities 

Service Desk & End User Support 

• Serve as the primary point of contact for IT incidents, service requests, and technical support inquiries. 

• Provide Level 1 and Level 2 support for end users across multiple locations.  

• Troubleshoot and resolve hardware, software, network, and application-related issues. 

• Support Microsoft 365 services, including Outlook, Teams, OneDrive, SharePoint, and Exchange Online. 

• Support Windows and macOS operating systems. 

• Configure, deploy, and maintain laptops, desktops, mobile devices, printers, and peripherals. 

• Escalate unresolved issues to appropriate support teams and vendors when necessary. 

• Track, document, and update support tickets within the IT Service Management (ITSM) platform. 

IT Operations Support 

• Perform daily operational tasks to ensure IT systems and services remain available and reliable. 

• Support user account password resets, and access management activities. 

• Assist with onboarding, offboarding, and employee transfers. 

• Support software deployment, patch management, and operating system updates. 

• Participate in change management activities and scheduled maintenance tasks. 

• Monitor system alerts and respond to operational issues as required. 

• Maintain software licenses and IT asset records. 

Endpoint & Device Management 

• Manage endpoint devices through enterprise management platforms such as Microsoft Intune, Jamf Pro, or equivalent solutions. 

• Ensure endpoint compliance with corporate security standards. 

• Monitor encryption, endpoint protection, software updates, and security compliance. 

• Support Mobile Device Management (MDM) enrollment and troubleshooting. 

• Assist in maintaining inventory records for IT assets and equipment. 

Documentation & Knowledge Management 

• Create and maintain technical documentation, SOPs, and user guides. 

• Contribute to the organization's knowledge base and self-service resources. 

• Document incident resolutions and recurring issues for future reference. 

• Maintain accurate records of support activities and operational procedures. 

Qualifications 

Education 

• Bachelor's Degree or Equivalent degree in Information Technology, Computer Network, Information Systems, or a related field. 

Experience 

• 1-3 years of experience in IT Service Desk, Desktop Operation Support, IT Operations, or End User support services. 

• Experience supporting enterprise users in a corporate environment is preferred. 

Technical Skills 

• Strong knowledge of: Windows 11, macOS, Microsoft 365, Active Directory, Microsoft Entra ID (Azure AD), Understanding of: TCP/IP, DNS, DHCP, VPN, Wi-Fi networking, Network File Sharing and Printer. 

• Experience with: Microsoft Intune, Jamf Pro, Jira Service Management, Remote Support Tools, Familiarity with endpoint security and device compliance management. 

Soft Skills 

• Strong customer service and communication skills. 

• Good English Speaking and writing. 

• Excellent troubleshooting and analytical abilities. 

• Ability to prioritize and manage multiple tasks effectively. 

• Strong attention to detail and documentation practices. 

• Ability to work independently and collaboratively within a team environment. 

• Positive attitude with a customer-focused mindset. 

Language Skills 

• Intermediate to advanced English communication skills. 

• Able to read, write, and communicate effectively in English. 

• Able to communicate in Japanese 

Preferred Certifications 

• Microsoft 365 Fundamentals (MS-900) 

• MCSA, CCNA, ITIL Foundation, or equivalent certifications are a plus 

#LI-GL1

About us
 

We’re a global, 1000-stong, diverse team of professional experts, promoting and delivering Social Innovation through our One Hitachi initiative (OT x IT x Product) and working on projects that have a real-world impact. We’re curious, passionate and empowered, blending our legacy of 110 years of innovation with our shaping our future. Here you’re not just another employee; you’re part of a tradition of excellence and a community working towards creating a digital future.

Fostering innovation through diverse perspectives

Hitachi is a global company operating across a wide range of industries and regions. One of the things that sets Hitachi apart is the diversity of our business and people, which drives our innovation and growth.

We are committed to building an inclusive culture based on mutual respect and merit-based systems. We believe that when people feel valued, heard, and safe to express themselves, they do their best work.

How we look after you

We help take care of your today and tomorrow with industry-leading benefits, support, and services that look after your holistic health and wellbeing. We’re also champions of life balance and offer flexible arrangements that work for you (role and location dependent). We’re always looking for new ways of working that bring out our best, which leads to unexpected ideas. So here, you’ll experience a sense of belonging, and discover autonomy, freedom, and ownership as you work alongside talented people you enjoy sharing knowledge with.

We’re proud to say we’re an equal opportunity employer and welcome all applicants for employment without attention to race, colour, religion, sex, sexual orientation, gender identity, national origin, veteran, age, disability status or any other protected characteristic. Should you need reasonable accommodations during the recruitment process, please let us know so that we can do our best to set you up for success.