Service Desk Expert — 2nd Line Support & Training Lead

Fujitsu Philippines Inc.; Pateros; On-site; PHP 350,000 - 550,000; Full time

Job summary

Fujitsu Philippines Inc. is seeking a Service Desk Expert to provide 2nd line technical support to agents, including on-floor activities and handling direct user interactions via Service Desk. The role may involve some team leading duties and supervisory responsibilities.

The position emphasizes troubleshooting, adherence to change control processes, and collaboration with the customer organization to deliver high-quality service and knowledge development.

Responsibilities

• Technical capability: works as a specialist to support end users with knowledge of interlinked systems and changes.
• Follows established processes and change control for enhancements to service delivery.
• Monitors performance and escalates issues to maintain service levels.
• Project work: participates in technical designs to meet service delivery requirements.
• Establishes working relationships with customer organization to deliver and enhance service.

Job description

Fujitsu Philippines Inc. is seeking a Service Desk Expert to provide 2nd line technical support to agents, including on-floor activities and handling direct user interactions via Service Desk. The role may involve some team leading duties and supervisory responsibilities.

The position emphasizes troubleshooting, adherence to change control processes, and collaboration with the customer organization to deliver high-quality service and knowledge development.