Service Desk Agent

Global Delivery Business Group; Pateros; On-site; PHP 268,000 - 357,000; Full time

Job summary

Fujitsu in the Philippines is seeking a Service Desk Agent to provide 1st line support and act as the single point of contact for users, handling routine incidents and requests and escalating more complex issues as needed.

You will develop an understanding of the customer environment, document actions, meet SLAs, and work closely with the team to deliver reliable IT service. This role is based in Taguig City with a primary-location-only policy; relocation and visa sponsorship are not offered.

Qualifications

• 1st line support experience or familiarity with handling incidents and requests.
• Ability to follow established processes and document actions taken.
• Understanding of basic networking and common enterprise software.

Responsibilities

• Provide 1st line IT support and incident management.
• Document actions taken and ensure alignment with processes.
• Escalate complex issues to appropriate teams when needed.
• Meet or exceed SLAs through timely resolution and communication.
• Collaborate with team to deliver a high level of service.

Skills

Technical capability

Business awareness

Process

Problem solving

Service level

Team work

Personal development

Microsoft products

Tools

Microsoft Windows

Job description

Service Desk Agent

Job Location:Taguig City

Location Flexibility:Primary Location Only

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.

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.