Service Desk Agent (Talent Pool)

Fujitsu; Bengaluru Urban; On-site; INR 300,000 - 500,000; Full time

Job summary

Fujitsu India is building a talent community of Service Desk professionals for future opportunities across India. The Service Desk Agent will be the first point of contact for IT support, diagnosing incidents, guiding users, and handling service requests to ensure smooth daily operations.

This role requires strong technical troubleshooting, clear communication, and a customer-focused mindset, with adherence to ITIL-based processes and ongoing learning in automation and AI tools.

Qualifications

• Experience in service desk support and incident resolution.
• Strong diagnostic and problem-solving abilities for technical issues.
• Excellent verbal and written communication with customers.
• Familiarity with ITIL basics and service-delivery concepts.
• Awareness of IT security practices and data protection.

Responsibilities

• Provide first-line IT support and resolve incidents for a focused set of hardware/software areas.
• Deliver customer-focused assistance and build trust through clear, proactive communication.
• Follow and suggest improvements to service desk processes and tools.
• Accurately record all information on tickets and related actions.
• Escalate complex issues promptly and assist in timely resolutions.
• Leverage automation/AI tools to streamline workflows and speed support.

Skills

Technical troubleshooting

Verbal and written communication

Multitasking

Customer orientation

Attention to details

Teamwork

Tools

ITSM tools

Job description

Job Location: Pune, Chennai, Bangalore

Location Flexibility: Primary Location Only

Purpose Of Recruitment

We are building a talent community of Service Desk professionals for future opportunities with Fujitsu in India. By joining our pool, you’ll stay connected with us and be among the first to learn about openings that match your skills. Fujitsu is committed to creating a sustainable world through innovation and digital transformation, and we invite you to be part of this journey.

Role Purpose

The Service Desk Agent (SDA) serves as the first point of contact for information technology (IT) support needs, delivering responsive, consistent, reliable, and customer focused assistance to ensure the smooth operation of day-to-day activities. As the role evolves toward an enhanced customer experience, and as the face and voice for users seeking aid, the role holder represents the service experience and is essential in building trust. This role is key to diagnosing and resolving incidents, providing user guidance and handling service requests.

Key Accountabilities

• Technical capability - Ability to support standard technical queries related to a focused range of hardware and software products, capable of using and configuring computer systems to troubleshoot and resolve issues.
• Customer Experience - Demonstrates a customer‑centric approach by delivering compassionate and tailored support that builds trust and lasting relationships. Listens actively, communicates with clarity, and takes full ownership of the customer’s needs by not just resolving issues, but ensuring they feel heard and valued. Understands that every interaction shapes the customer’s perception of Fujitsu, and strives to turn challenges into positive experiences.
• Innovation - Embraces change and drives progress by actively seeking and applying smarter, faster, and more efficient ways to deliver support. Recognizes the importance of staying informed about technological trends and continuously developing skills. Leverages emerging technologies such as automation, AI, and digital tools to streamline workflows and enhance the customer experience. Thinks creatively to solve problems, challenges the status quo, and contributes with fresh ideas that will help shaping the future of the service desk. Fosters a mindset of ongoing experimentation and learning to adapt to change, anticipate future needs, and consistently deliver impactful and forward‑thinking support.
• Business awareness - Clear understanding of the customer's business environment, priorities, and service expectations to ensure the delivery of high‑quality and value‑driven support. Aligns IT actions with business impact, enabling proactive and customer‑centric service.
• Process - Follows and suggests improvements for established service desk processes and tools to ensure consistent and efficient support delivery. Understands the extreme importance of accurately recording all relevant information and actions on the tickets, and any other relevant actions or tasks performed by the role holder on a daily basis. Avoids ticket duplication, promotes knowledge sharing, aligns with account procedures and security policies to maintain service quality.
• Problem solving - Takes ownership of understanding and resolving customer issues within required timescales by actively listening and asking relevant questions. Escalates complex issues appropriately, ensuring timely resolution while continuously developing technical knowledge and diagnostic skills for evolving support scenarios.
• Security awareness - Understands the critical role of security in daily service desk operations and recognizes that security related incidents are frequent and evolving. Follows established security policies and procedures, remains alert to common threats, and takes proactive steps to safeguard customer and company information. Knows when and how to elevate potential security concerns to protect systems, services, and users.
• Service Level - Demonstrates awareness of service commitments by knowing the key components of the service delivery and recognizing the importance of meeting SLAs and customer expectations. Prioritizes tasks accordingly and contributes to consistent customer satisfaction through timely and reliable support.
• Team working - Collaborates effectively as a supportive and a reliable team member, fostering a positive environment, contributing to shared goals and knowledge. Builds strong relationships with colleagues to enhance collective performance and service delivery.
• Continuous improvement - Proactively seeks opportunities to enhance processes and tools to improve service delivery and efficiency. Embraces feedback and lessons learned to drive ongoing optimization, making sure the support keeps up with changing customer and business needs. Adheres to existing internal activities, such as Kojo and CommCell’s, to actively promote and contribute to a culture of continuous improvement.
• Personal development - Takes initiative in identifying and pursuing learning opportunities and career paths, while collaborating with the manager that will support the ongoing professional growth and path.

Skills

• Technical troubleshooting
• Verbal and written communication skills
• Multitasking
• Customer orientation
• Attention to details
• Teamwork

Knowledge

• Hardware and software fundamentals
• IT security principles
• ITSM tools
• Company’s service delivery processes and SLAs
• ITIL basics
• Emerging technologies (automation and AI)

Experience

• Troubleshooting
• Customer‑focused support environment
• Process adherence

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.