Service Desk Agent (Talent Pool- PH)

Fujitsu Limited; Taguig, Cebu City; On-site; PHP 300,000 - 480,000; Full time

Job summary

Fujitsu Limited in the Philippines is building a talent community for Service Desk professionals to connect with future opportunities. The Service Desk Agent (SDA) is the first point of contact for IT support, delivering responsive, customer-focused assistance to keep day-to-day operations smooth.

Join a global leader in digital transformation, contribute to security-conscious incident handling, and collaborate with teammates to improve service delivery and technician knowledge, while embracing

Qualifications

• Proven technical troubleshooting in IT support.
• Customer-focused mindset and communication.
• Experience with incident handling and ticketing.
• Familiarity with ITSM tools and ITIL basics.
• Understanding of hardware/software fundamentals and security.

Responsibilities

• Provide first-level IT support for hardware, software, and system issues.
• Diagnose, resolve incidents, and handle service requests promptly.
• Document tickets accurately and follow escalation paths.
• Adhere to IT security policies and protect data.
• Collaborate with teammates to improve service delivery.

Skills

Technical troubleshooting

Customer-focused mindset

Multitasking and time management

Team collaboration

Tools

ITSM tools

Job description

Location Flexibility: Primary Location Only

Posting Start Date: 5/27/26

At Fujitsu, we've been driven to create a sustainable world through innovation since 1935. Today, we lead in digital transformation globally with our 130,000 employees across 50+ countries. We empower our diverse community to achieve greatness through career development and opportunities. Explore our internal positions and join us in shaping a brighter future. Thank you for being a part of Fujitsu. We look forward to growing together toward a brighter future.

Purpose of Recruitment

We are building a talent community of Service Desk professionals for future opportunities with Fujitsu in the Philippines. By joining our pool, you’ll stay connected with us and be among the first to learn about roles that match your skills.

At Fujitsu, we are committed to creating a sustainable world through innovation and digital transformation - and we invite you to be part of this journey.

Role Purpose

The Service Desk Agent (SDA) serves as the first point of contact for IT support, providing responsive, consistent, and customer-focused assistance to ensure smooth day-to-day operations.

As the face and voice of the service experience, this role is key to building trust with users by diagnosing and resolving incidents, handling service requests, and providing clear guidance. The SDA plays a critical role in delivering a positive customer experience through reliable and professional support.

Key Accountabilities

Technical Capability

• Provide first-level support for hardware, software, and system-related issues
• Troubleshoot, diagnose, and resolve technical concerns efficiently
• Utilize tools and systems to support users and restore services

Customer Experience

• Deliver a customer-centric support experience through clear communication and active listening
• Take ownership of issues from resolution to follow-up
• Build trust by ensuring users feel supported and valued
• Identify opportunities to improve processes and service delivery
• Leverage tools, automation, and emerging technologies to enhance efficiency
• Contribute ideas that improve the overall service desk experience

Business Awareness

• Understand customer environments, priorities, and expectations
• Align support activities with business needs and impact

Process

• Follow established service desk processes and procedures
• Ensure accurate and complete ticket documentation
• Maintain compliance with account policies and avoid duplication of records

Problem Solving

• Take ownership of incidents and resolve within agreed timelines
• Escalate complex issues appropriately
• Continuously enhance technical and diagnostic skills

Security Awareness

• Adhere to IT security policies and procedures
• Identify and escape potential security risks
• Handle user and company data responsibly
• Meet SLAs and service targets consistently
• Prioritize tasks effectively to ensure timely resolution

Teamwork

• Collaborate with team members and stakeholders
• Share knowledge and contribute to team success
• Suggest and support improvements to processes and tools
• Participate in internal initiatives (e.g., Kojo, CommCell)
• Apply feedback and lessons learned to enhance performance

Personal Development

• Take initiative in learning and career growth
• Work with the manager to develop skills and career path

Skills / Knowledge / Experience

Skills

• Technical troubleshooting
• Customer-focused mindset
• Multitasking and time management
• Team collaboration

Knowledge

• Hardware and software fundamentals
• IT service management (ITSM tools)
• ITIL basics
• IT security principles
• Service delivery processes and SLAs
• Emerging technologies (e.g., automation, AI)

Experience

• Customer-focused environment
• Incident handling and troubleshooting
• Process adherence and ticket management

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.