Service Desk Agent

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

Job Location: Belfast

Location Flexibility: Primary Location Only

Req Id: 14499

Posting Start Date: 11/6/26

At Fujitsu, our purpose is to make the world more sustainable by building trust in society through innovation. Founded in Japan in 1935, Fujitsu has been a pioneer in technology and innovation for decades. Today, as a world-leading digital transformation partner, we are committed to transforming business and society in the digital age.

With approximately 130,000 employees across over 50 countries, Fujitsu offers a broad range of products, services, and solutions. We collaborate with our customers to co-create solutions that drive enterprise-wide digitalization while actively working to address social issues and contribute to the United Nations Sustainable Development Goals (SDGs).

Service Desk Agent

Location - Belfast

Job Summary

We are looking for IT Service Desk Agent to join our team responsible for providing first-line technical support to our customers via phone call, email and web chat. This role involves troubleshooting hardware and software issues, resolving IT service requests, and ensuring timely resolution of incidents keeping to agreed SLA's and KPI's, while delivering excellent customer service.

Key Responsibilities

• Provide first-level technical support via phone, email, chat, or ticketing systems.
• Log, categorize, and prioritize incidents and service requests on a 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.

Required Skills

• 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.

Working Conditions

Our Service Desk operates 24/7

Must be willing and eligible to undertake Security Clearance

Interview process will consist of a 1 stage interview

We are a Disability Confident Employer and will offer an interview to disabled applicants who meet the minimum/essential criteria for the role.

Fujitsu has been recognized as a Disability Confident Leader by the Department of Work and Pensions. This is in recognition of our commitment to recruiting, retaining and employing people with disabilities. As a Disability Confident Leader, we offer a guaranteed interview to all candidates with disabilities who meet the essential criteria for a role, and are experienced at making reasonable adjustments to the recruitment process. Please let me know if you would like further information

At Fujitsu, we are committed to an inclusive recruitment process that values the diverse backgrounds and experiences of all applicants. We believe that hiring people from a wide variety of backgrounds makes us stronger, not because it's the right thing to do, but because it allows us to draw on a wider range of perspectives and life experiences.

At Fujitsu, we are committed to an inclusive recruitment process that values the diverse backgrounds and experiences of all applicants. We believe that hiring people from a wide variety of backgrounds makes us stronger, not because it's the right thing to do, but because it allows us to draw on a wider range of perspectives and life experiences.

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Relocation Supported: No

Visa Sponsorship Approved: No

At Fujitsu, we are committed to an inclusive recruitment process that values the diverse backgrounds and experiences of all applicants. We believe that hiring people from a wide variety of backgrounds makes us stronger, not because it's the right thing to do, but because it allows us to draw on a wider range of perspectives and life experiences.

Shape your world and achieve together

We want the best people on our team, so we welcome and encourage applications from people with a diverse variety of experiences, backgrounds and identities. The role may demand some travel and flexibility to meet clients and to drive performance, within a culture of respect for professional and private commitments. We are committed to equality of opportunity for all. If you want to work alongside people with different ideas, in an inclusive business, that will welcome you and support you, come and co-create the future at Fujitsu.