Service Desk Agent (English)

Fujitsu is the leading global information and communication technology company, offering a wide range of technology products, solutions and services. We build new possibilities by connecting people, technology and ideas, creating a more sustainable world where anyone can advance their dreams. We believe that people are our biggest asset. The only way to deliver trusted solutions is by trusting our people and enabling them to deliver. We offer a flexible, and respectful, approach to work. We empower our people to co-create with our customers to achieve the extraordinary.

Are you ready to lead the journey with us? Come and shape your world with us at Fujitsu Global Delivery Centre (GDC).

Service Desk Agent (English) Role & Responsibility

The successful candidate will :

• Work within a team as an established systems / product specialist to support end users.
• Follow established processes, releasing to the change control process verified, validated and documented enhancements to eliminate problems and proactively develop the service.
• Recognize opportunities to improve performance against Service Level. Act as a point of escalation for agents to resolve service delivery issues. Monitor performance through statistical reporting and analysis.
• Work within the team or under guidance from the project manager with implementation of technical designs to meet service delivery requirements within own area of responsibility.
• Establish working relationships with customer’s organization to deliver and enhance the service.
• Take ownership in obtaining the information, evidence and data required to diagnose and resolve more complex problems (both new and known), Escalate or gain support where appropriate. Proactively analyze, trends and report on information in a timely manner to resolve problems, maintain and enhance service.
• Train and coach members of the team to provide knowledge, assistance and advice. Work in a problem solving team to resolve service issues. People Management / Team Leader responsibilities and duties.
• Understand the requirements of the customer’s business, the scope of the contract and know how issues impact the delivery of service. Recognize and report opportunities to team manager and other relevant parties for additional business.
• Maintain awareness of technical and service developments, taking the initiative to extend own knowledge to learn about products, technologies and techniques to deliver enhanced service.

Key Performance Indicators

Preferred Technical & Professional Expertise

Working at Fujitsu

People join Fujitsu because they share our passion about Human Centric Innovation and Digital Co-creation. In order to thrive in a new digital society, it is crucial to co-create and innovate with our customers and partners across industries. At Fujitsu, we want to harness the talent of all our employees to be able to make a difference and create an exciting future for all.

It’s Your Career and We Achieve Together

We are one team, trusted to transform and enabled to succeed! Our people promise :

Be Completely You @ Fujitsu

We respect fairness and equality and promote diversity and inclusion. These efforts are based on one of our corporate values : “We respect diversity and support individual growth.” We celebrate difference and ensure that people can succeed regardless of their personal identity, especially their gender, sexual orientation, gender identity, race, ethnicity, health, disability, and age.

Fujitsu is an equal opportunities employer and welcomes applications from all sections of the community. We are committed to creating a diverse and inclusive environment and are proud to be an equal opportunities employer.

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