2nd-Line Service Desk Expert & Team Coach

Fujitsu Philippines Inc.; Pateros; On-site; PHP 350,000 - 520,000; Full time

Job summary

Fujitsu Philippines Inc. in Taguig City seeks a Service Desk Expert to provide responsive, second-line technical support to agents, handling incidents and contributing to knowledge management.

The role emphasizes professionalism and efficiency in resolving complex issues while maintaining service quality. You will follow change control processes, assist in service development, and may assume team-leading responsibilities as needed, ensuring strong customer satisfaction and performance metrics

Responsibilities

• Provide second-line technical support to agents for incidents and user interactions.
• Work within a team as a systems/product specialist to support end users.
• Follow established processes and change control to implement validated improvements.
• Act as a point of escalation to resolve service delivery issues and monitor performance.
• Train and coach team members, potentially taking on team leader duties when required.
• Develop relationships with the customer’s organization to deliver and enhance the service.
• Proactively analyze trends and data to diagnose and resolve problems and improve service.

Job description

Fujitsu Philippines Inc. in Taguig City seeks a Service Desk Expert to provide responsive, second-line technical support to agents, handling incidents and contributing to knowledge management.

The role emphasizes professionalism and efficiency in resolving complex issues while maintaining service quality. You will follow change control processes, assist in service development, and may assume team-leading responsibilities as needed, ensuring strong customer satisfaction and performance metrics