Senior Service Desk Expert - 2nd Line Support

Fujitsu; Taguig; On-site; PHP 300,000 - 520,000; Full time

Job summary

Fujitsu in Taguig City is seeking a Service Desk Expert to provide 2nd line technical support to agents and direct user interactions. You will work on incident resolution, contribute to knowledge articles, and may assume team-leading responsibilities as needed.

The role emphasizes professional service delivery, collaboration with Service Desk and project teams, and ongoing development of technical and process skills in a dynamic environment.

Qualifications

• Experience in providing second-line support in an IT service environment.
• Strong problem-solving and analytical skills.
• Excellent communication and customer-facing skills.
• Ability to train and coach team members when needed.

Responsibilities

• Provide technical second-line support for incidents and service requests.
• Follow established processes and change control for enhancements.
• Monitor performance and escalate where required to ensure service levels.
• Assist in knowledge article improvements and training activities.
• Possibly take on team-leading duties as required by project needs.
• Build and maintain strong customer relationships to deliver high-quality service.

Job description

Fujitsu in Taguig City is seeking a Service Desk Expert to provide 2nd line technical support to agents and direct user interactions. You will work on incident resolution, contribute to knowledge articles, and may assume team-leading responsibilities as needed.

The role emphasizes professional service delivery, collaboration with Service Desk and project teams, and ongoing development of technical and process skills in a dynamic environment.