Service Desk Expert: 2nd Line Support & Training

Fujitsu Limited; Taguig; On-site; PHP 480,000 - 760,000; Full time

Job summary

Fujitsu is seeking a Service Desk Expert to provide 2nd line technical support. The role involves floor walking with agents and handling user interactions directed by Service Desk Agents, with potential team‑leading duties in some cases.

The candidate will contribute to quality knowledge articles and training within the desk environment. The position emphasizes responsive, professional technical support, alignment with service delivery goals, and ongoing development of technical capabilities in

Responsibilities

• Technical Capability: Works as a systems/product specialist to support end users within a team.
• Process: Follows established processes, releases changes after verification and validation.
• Service Level: Looks to improve performance against SLAs; acts as escalation point for agents.
• Project Work: Participates in technical designs and implementations within own area.
• Customer Relationship: Builds relationships with the customer’s organization to deliver and enhance service.
• Problem Solving: Takes ownership to diagnose and resolve complex problems; analyzes trends.
• Team Working: Trains and coaches team members and may take on team‑lead duties.
• Business Awareness: Understands customer needs, contract scope, and impact on service delivery.
• Professional Development: Maintains awareness of technical and service developments.

Job description

Fujitsu is seeking a Service Desk Expert to provide 2nd line technical support. The role involves floor walking with agents and handling user interactions directed by Service Desk Agents, with potential team‑leading duties in some cases.

The candidate will contribute to quality knowledge articles and training within the desk environment. The position emphasizes responsive, professional technical support, alignment with service delivery goals, and ongoing development of technical capabilities in