IT Service Desk Agent - First-Line Support & Customer Care

Fujitsu; Belfast City District; On-site; GBP 21,000 - 29,000; Full time

Benefits offered by this job

26 Days annual leave plus public HOLID

Pension – Double matching up to 10%

Life assurance

Companywide incentive plans

Flexible benefits (holidays, travel,/d

Perks at work – employee discounts

Employee assistance programme/ virtual

Job summary

Fujitsu in Belfast is seeking an IT Service Desk Agent to join our team, providing first-line technical support to customers by phone, email and web chat. You will troubleshoot hardware and software issues, log incidents, and ensure timely resolution in line with SLA and KPI targets.

The role emphasizes strong communication, the ability to work under pressure, and collaboration with second- and third-line teams.

Qualifications

• Good knowledge of Windows, Microsoft Office, and general IT.
• Strong troubleshooting and analytical skills.
• Excellent communication and customer service skills.
• Ability to work under pressure and manage multiple support tickets.

Responsibilities

• Provide first-level technical support via phone, email, chat, or ticketing systems.
• Log, categorize, and prioritize incidents and service requests on an IT Service Management system.
• Diagnose and troubleshoot IT related issues.
• Resolve common IT issues related to Windows, 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 maintenance of documentation for incidents, solutions, and procedures.
• Follow service desk processes and ensure SLA compliance.
• Monitor recurring issues and contribute to problem management.

Skills

Windows

Microsoft Office

Troubleshooting

Communication

General IT

Job description

Fujitsu in Belfast is seeking an IT Service Desk Agent to join our team, providing first-line technical support to customers by phone, email and web chat. You will troubleshoot hardware and software issues, log incidents, and ensure timely resolution in line with SLA and KPI targets.

The role emphasizes strong communication, the ability to work under pressure, and collaboration with second- and third-line teams.