Japanese Bilingual Service Desk Agent

Fujitsu; Cebu City; On-site; PHP 223,000 - 446,000; Full time

Job summary

Fujitsu in Cebu City (with flexibility across multiple locations in the country) is seeking a proactive 1st line IT support specialist to act as a single point of contact for users, handling routine incidents, problems and requests, and providing timely first-contact resolution.

Under supervision, you will support standard technical queries related to Microsoft products, operating systems and basic networking on PCs, document actions taken, and escalate complex issues to ensure service levels

Qualifications

• 1st line IT support experience or exposure to handling user incidents.
• Familiarity with Microsoft products, operating systems, and basic networking.
• Ability to document actions and follow established processes.

Responsibilities

• Provide 1st line support for incidents, problems and requests.
• Act as a single point of contact for users and ensure timely resolution.
• Document actions taken and escalate complex issues per SLAs.

Skills

1st line support

Microsoft products

Operating systems

Basic networking

Tools

Windows OS

PC hardware

Job description

Job Location: Cebu City, Taguig City

Location Flexibility: Multiple Locations in Country

At Fujitsu, our purpose is to make the world more sustainable by building trust in society through innovation. Founded in Japan in 1935, Fujitsu has been a pioneer in technology and innovation for decades. Today, as a world-leading digital transformation partner, we are committed to transforming business and society in the digital age.

With approximately 130,000 employees across over 50 countries, Fujitsu offers a broad range of products, services, and solutions. We collaborate with our customers to co-create solutions that drive enterprise-wide digitalization while actively working to address social issues and contribute to the United Nations Sustainable Development Goals (SDGs).

Role Purpose

To provide a single point of contact for users, dealing with the management of both routine and non-routine incidents, problems and requests. Provision of 1st line support for incidents.

Key Accountabilities

• Technical Capability. Works under supervision, supporting standard technical queries related to a single product/small set of products (e.g. Microsoft products, operating system, basic networking, PCs).
• Business Awareness. Develops an understanding of customer’s environment and service delivery requirements to enable the delivery of a first class service.
• Process. Documents actions taken in resolving routine customer enquiries ensuring established processes/systems are followed.
• Problem Solving. Takes ownership for listening to and understanding basic customer problems asking relevant questions to resolve typically known problems within required timescales. Knows when problems are ‘beyond them’ and escalates so they can be resolved.
• Service Level. Escalates issues as necessary to deliver required service level and meet or exceed customer expectation/SLAs. Monitors performance through statistical reporting and analysis.
• Team Working. Acts as a team player and is viewed by colleagues as a helpful and effective member of the team.
• Personal Development Takes ownership of own development and has a development plan in place.

Key Performance Indicators

• Feedback from customers, colleagues and managers.
• Technical assessments if applicable
• Evidence of sharing and re-use of knowledge.
• Correct management of processes followed to deliver the service.
• Percentage of customer problems resolved within required timescales.
• Meeting service level requirements.

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.