Service Desk Agent (English)

Fujitsu; Kuala Lumpur; On-site; MYR 30,000 - 50,000; Full time

Job summary

A leading global IT services provider is seeking professionals in Kuala Lumpur to support end users and enhance service delivery. You will be responsible for troubleshooting, monitoring performance, and collaborating with clients. This role requires a minimum of 1-2 years in a service desk environment and proficiency in English. The work is dynamic with flexible hours. Experience with ITIL certification is preferred. Embrace a culture of co-creation and human-centric innovation.

Benefits

Flexible working hours

Diversity and inclusion initiatives

Professional development opportunities

Qualifications

• Minimum of 1-2 years’ experience working in a service desk environment.
• Ability to work on flexible shift times as required.
• Good command of English for effective communication.

Responsibilities

• Support end users and deliver quality service.
• Monitor performance and analyze service delivery.
• Work with project managers to implement technical designs.

Skills

English (spoken & written)

Basic IT Knowledge

Service Desk Environment

Education

ITIL foundation certification

Job description

About Fujitsu

Fujitsu is the leading global information and communication technology company, offering a wide range of technology products, solutions and services. We build new possibilities by connecting people, technology and ideas, creating a more sustainable world where anyone can advance their dreams. We believe that people are our biggest asset. The only way to deliver trusted solutions is by trusting our people and enabling them to deliver. We offer a flexible, and respectful, approach to work. We empower our people to co‑create with our customers to achieve the extraordinary.

Are you ready to lead the journey with us, if so hit ‘Apply’! Come and shape your world with us at Fujitsu Global Delivery Centre (GDC).

To Be Successful In This Role You (Role & Responsibility)

• Technical Capability : Works within a team as an established systems/product specialist to support end users.
• Process : Follows established processes, releasing to the change control process verified, validated and documented enhancements to eliminate problems and proactively develop the service.
• Service Level : Recognizes opportunities to improve performance against Service Level. Acts as a point of escalation for agents to resolve service delivery issues. Monitors performance through statistical reporting and analysis.
• Project Work : Works within the team or under guidance from the project manager with implementation of technical designs to meet service delivery requirements within own area of responsibility.
• Customer Relationship : Establishes working relationships with customer’s organization to deliver and enhance the service.
• Problem Solving : Takes ownership in obtaining the information, evidence and data required to diagnose and resolve more complex problems (both new and known), Escalates or gains support where appropriate. Proactively analyzes, trends and reports on information in a timely manner to resolve problems, maintain and enhance service.
• Team Working : Trains and coaches members of the team to provide knowledge, assistance and advice. Works in a problem solving team to resolve service issues. People Management / Team Leader responsibilities and duties.
• Business Awareness : Understands the requirements of the customer’s business, the scope of the contract and knows how issues impact the delivery of service. Recognizes and reports opportunities to team manager and other relevant parties for additional business.
• Professional Development : Maintains awareness of technical and service developments, taking the initiative to extend own knowledge to learn about products, technologies and techniques to deliver enhanced service. Key Performance Indicators
• Feedback from Customers, Service Delivery Management, Team etc.
• Technical Assessments (where applicable)
• Proven track record of problem resolutions.
• Evidence of sharing and re‑use of knowledge.
• Successful production of documentation.
• Successful management and implementation of changes.
• Improvement/ enhancements to service delivery.
• Meets and improves service level requirements.
• Successful management of escalations in a timely manner.
• Meets project deadlines and costs within own area of responsibility.
• Errors with workarounds or fixes provided in a timely manner.
• Percentage of customer problems resolved within required timescales.
• Improved first time/line fix.
• Correct application of severity, impact and priority.
• Up to date personal learning plan available.

Preferred Technical & Professional Expertise

• English (spoken & written) capabilities.
• All candidates should have good English (spoken + written) capabilities.
• All candidates should be willing to work on shift or flexible to changes in work time (shift time might change in future).
• Candidates should possess basic IT Knowledge, with at least 1-2 years’ experience working in a Service Desk Environment.
• Preferable with ITIL foundation certification - Added Advantage

Working at Fujitsu

People join Fujitsu because they share our passion about Human Centric Innovation and Digital Co‑creation. In order to thrive in a new digital society, it is crucial to co‑create and innovate with our customers and partners across industries. At Fujitsu, we want to harness the talent of all our employees to be able to make a difference and create an exciting future for all.

It’s Your Career and We Achieve Together

We are one team, trusted to transform and enabled to succeed! Our people promise:

• We Do the Right Thing By Creating A Positive Impact In Society.
• Our People Are Trusted to Transform & To Build Their Own Path To Success.
• Our People Work Their Way
• Our People Have Global Reach & Local Impact
• We Achieve Together As One Team!

Be Completely You @ Fujitsu

We respect fairness and equality and promote diversity and inclusion. These efforts are based on one of our corporate values: “We respect diversity and support individual growth.”

We celebrate difference and ensure that people can succeed regardless of their personal identity, especially their gender, sexual orientation, gender identity, race, ethnicity, health, disability, and age.

At Fujitsu diversity refers not only to the above factors but also to things like work and communication style, multi‑culturalism, in a variety of different settings and from a variety of different perspectives.

Other Things To Know

For additional information about the job requirements, please discuss with the recruiter following submission of your application by writing to [e-mail]