Belfast IT Service Desk Agent | 24/7 Support

Fujitsu Limited; Belfast City District; On-site; GBP 25,000 - 35,000; Full time

Job summary

Fujitsu Limited in Belfast is seeking an IT Service Desk Agent to deliver first-line technical support to customers via phone, email and web chat, handling incidents and service requests with a focus on meeting SLA/KPI targets.

You will diagnose Windows and Office 365 issues, log and prioritize tickets, escalate to higher support as needed, and help maintain documentation while delivering excellent customer service in a 24/7 operation.

Qualifications

• Knowledge of Windows, Office 365 and general IT support.
• Strong troubleshooting and analytical skills.
• Excellent communication and customer service skills.

Responsibilities

• Provide first-level technical support via phone, email, chat or ticketing systems.
• Log, categorize, and prioritize incidents and service requests.
• Diagnose and troubleshoot IT-related issues.
• Resolve issues related to Windows and Office 365 and user accounts.
• Escalate issues to second or third-line support teams.
• Manage user account administration including password resets and access permissions.
• Assist in maintaining documentation for incidents and solutions.
• Follow service desk processes and ensure SLA compliance.

Skills

Windows & Office 365

Troubleshooting

Customer service

Job description

Fujitsu Limited in Belfast is seeking an IT Service Desk Agent to deliver first-line technical support to customers via phone, email and web chat, handling incidents and service requests with a focus on meeting SLA/KPI targets.

You will diagnose Windows and Office 365 issues, log and prioritize tickets, escalate to higher support as needed, and help maintain documentation while delivering excellent customer service in a 24/7 operation.