Service Desk Expert

Fujitsu Philippines Inc.; Pateros; On-site; PHP 350,000 - 520,000; Full time

Job summary

Fujitsu Philippines Inc. in Taguig City seeks a Service Desk Expert to provide responsive, second-line technical support to agents, handling incidents and contributing to knowledge management.

The role emphasizes professionalism and efficiency in resolving complex issues while maintaining service quality. You will follow change control processes, assist in service development, and may assume team-leading responsibilities as needed, ensuring strong customer satisfaction and performance metrics

Responsibilities

• Provide second-line technical support to agents for incidents and user interactions.
• Work within a team as a systems/product specialist to support end users.
• Follow established processes and change control to implement validated improvements.
• Act as a point of escalation to resolve service delivery issues and monitor performance.
• Train and coach team members, potentially taking on team leader duties when required.
• Develop relationships with the customer’s organization to deliver and enhance the service.
• Proactively analyze trends and data to diagnose and resolve problems and improve service.

Job description

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 technical support to agents via floor walking activities and via acceptance of user interactions directly transferred to them by Service Desk Agents. Service Desk Experts provide responsive, professional and competent technical 2nd line support of incidents. They influence and improve the quality of knowledge articles as well as support training activities within the desk environment. Role holders may (but not always) have some team leading and supervisory duties.

Key Accountabilities

Technical Capability. Works within a team as an established systems/product specialist (e.g. detailed knowledge of the configuration of interlinked systems, implementing technical changes, building software regimes and contributing technically to service development) to support end users.

Process. Follows established processes, releasing to the change control process verified, validated and documented enhancements to eliminate problems and proactively develop the service.

Service Level. Recognizes opportunities to improve performance against Service Level. Acts as a point of escalation for agents to resolve service delivery issues. Monitors performance through statistical reporting and analysis.

• Project Work. Works within the team or under guidance from the project manager with implementation of technical designs to meet service delivery requirements within own area of responsibility.
• Customer Relationship. Establishes working relationships with customer's organization to deliver and enhance the service.

Problem Solving. Takes ownership in obtaining the information, evidence and data required to diagnose and resolve more complex problems (both new and known), Escalates or gains support where appropriate. Proactively analyzes, trends and reports on information (e.g. on performance service levels) in a timely manner to resolve problems, maintain and enhance service.

Team Working. Trains and coaches members of the team to provide knowledge, assistance and advice. Works in a problem solving team to resolve service issues. May have team leader responsibilities and duties.

Business Awareness. Understands the requirements of the customer's business, the scope of the contract and knows how issues impact the delivery of service. Recognizes and reports opportunities to team manager and other relevant parties for additional business.

• Professional Development. Maintains awareness of technical and service development
• 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.