Service Desk Agent

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

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 between 8am to 6pm, Monday to Friday.

Must be willing and eligible to undertake Security Clearance

Your benefits:

• 26 Days annual leave plus public holidays (3 flexible)
• Pension – Double matching contributions of up to 10%
• Life assurance
• Companywide incentive plans
• Your choices (Flexible benefits such as increased holidays/ travel/ dental critical illness and more)
• Perks at work – employee discounts
• Employee assistance programme/ virtual GP

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