2nd-Line Service Desk Specialist – Escalations & Support

Fujitsu Philippines Global Delivery Center; Taguig; On-site; PHP 420,000 - 660,000; Full time

Job summary

Fujitsu Philippines Global Delivery Center in Metro Manila is seeking a Service Desk Expert to provide technical 2nd line support to agents, handle user interactions, and help improve knowledge articles and training activities.

You will diagnose and resolve complex IT issues, act as an escalation point, and contribute to service improvements while mentoring team members and supporting project activities.

Qualifications

• Experience in Service Desk and IT support operations.
• Hands-on in Incident, Service Request, Problem and Change Management.
• Knowledge of ServiceNow and Microsoft 365 troubleshooting.
• Ability to diagnose and resolve complex technical issues.
• Escalation point experience and driving service improvements.
• Ability to analyze service performance and SLAs.
• Strong customer engagement and stakeholder management.
• Experience coaching and supporting team members.
• Contribute to technical implementations and projects.

Responsibilities

• Provide technical 2nd line support to agents both on floor and via escalations.
• Assist in maintaining knowledge articles and training activities.
• Act as escalation point and drive service improvements.

Skills

Service Desk experience

IT support operations

Customer engagement

Stakeholder management

Coaching and mentoring

Tools

ServiceNow

Microsoft 365

Job description

Fujitsu Philippines Global Delivery Center in Metro Manila is seeking a Service Desk Expert to provide technical 2nd line support to agents, handle user interactions, and help improve knowledge articles and training activities.

You will diagnose and resolve complex IT issues, act as an escalation point, and contribute to service improvements while mentoring team members and supporting project activities.