【Bain & Company】IT Service Desk Analyst


Description & Requirements

We are proud to be consistently recognized as one of the world's best places to work, a champion of diversity and a model of social responsibility. We are currently ranked the #1 consulting firm on Glassdoor’s Best Places to Work list, and we have maintained a spot in the top four on Glassdoor's list for the last 12 years. We believe that diversity, inclusion and collaboration is key to building extraordinary teams. We hire people with exceptional talents, abilities and potential, then create an environment where you can become the best version of yourself and thrive both professionally and personally. We are publicly recognized by external parties such as Fortune, Vault, Mogul, Working Mother, Glassdoor and the Human Rights Campaign for being a great place to work for diversity and inclusion, women, LGBTQ and parents.

The TSG Support Analyst role at Bain is responsible for providing technical support and assistance to employees with IT-related issues and problems. This individual will serve as the primary point of contact for these issues and will be responsible for troubleshooting and resolving hardware and software problems on computer systems, maintaining an accurate inventory and repair log, enforcing TSG guidelines and policies, and managing user accounts and permissions. Additionally, the Analyst will need to coordinate off-site repairs with external vendors, test new applications and upgrades, monitor backups, assist in supervising and training junior TSG staff and conduct end-user training programs. This is a demanding and results-oriented environment that requires strong problem-solving and customer service skills, as well as a solid understanding of computer systems and software.

Operations & Support (100%):

• Serve as the primary contact for IT related problems and issues for Bain employees in Tokyo
• Investigate, troubleshoot and resolve hardware and software problems on computer systems
• Maintain accurate inventory database, repair log and activity log
• Enforce TSG guidelines and policies
• Manage user accounts and set permissions
• Coordinate off-site repairs with external vendors
• Work with other TSG staff to test new applications and upgrades
• Coordinate off-site repairs with external vendors
• Monitor backups and periodically test backed-up data
• Assist in supervising and training more junior TSG employees
• Lead end-user training programs


Knowledge and Skills

• Demonstrated interest and aptitude in technology and technical issues
• Communicate well with customers and members of the team, display a confident and self-motivated approach
• Strong time management and prioritization skills in a multi-tasking environment
• Ability to work well in a team environment, support other members of the TSG team as they support our customers
• Ability to be calm and think clearly under pressure
• Aptitude for analytical problem resolution, troubleshooting skills and approaches



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