Bilingual Japanese IT Helpdesk Agent

Fujitsu; Philippines; On-site; PHP 279,000 - 391,000; Full time

Job summary

Fujitsu Philippines is seeking a 1st line support professional to act as the single point of contact for users, handling routine and non-routine incidents, problems and requests. This role provides initial incident resolution and documentation within established processes.

You will work across multiple locations in the country, collaborating with teams to ensure timely service delivery and customer satisfaction. Relocation and sponsorship are not indicated.

Qualifications

• Provides 1st line support for incidents and requests.
• Documents actions taken in resolving routine customer enquiries following established processes.
• Develops an understanding of the customer's environment to enable delivery of a first class service.
• Takes ownership of customer problems, asks relevant questions and escalates when needed.

Responsibilities

• Technical capability: supports standard technical queries related to a small set of products.
• Business awareness: understands customer environment to enable service delivery.
• Process: records actions taken and follows established systems.
• Problem solving: resolves known problems within required timescales and escalates when necessary.
• Service level: ensures issues are escalated to meet SLAs and monitors performance.
• Team working: collaborates effectively with colleagues.
• Personal development: has a development plan and pursues growth.

Job description

Fujitsu Philippines is seeking a 1st line support professional to act as the single point of contact for users, handling routine and non-routine incidents, problems and requests. This role provides initial incident resolution and documentation within established processes.

You will work across multiple locations in the country, collaborating with teams to ensure timely service delivery and customer satisfaction. Relocation and sponsorship are not indicated.