Italian Bilingual Service Desk Agent (Talent Pool)

FUJITSU LIMITED（JAPAN）; Lisboa; Presencial; EUR 25 000 - 35 000; Tempo integral

Resumo da oferta

FUJITSU LIMITED（JAPAN） in Lisbon is seeking a Service Desk Agent to provide first-line IT support, ensuring smooth operations and customer satisfaction. The role requires technical troubleshooting abilities, strong communication skills, and a customer-oriented approach.

The ideal candidate will demonstrate teamwork and a commitment to continuous improvement. This opportunity is on-site, and relocation or visa sponsorship is not provided. Join Fujitsu to be part of an inclusive and diverse recruitment process.

Qualificações

• Ability to support standard technical queries related to a focused range of hardware and software products.
• Demonstrates a customer-centric approach by delivering tailored support.
• Embraces change and drives progress by seeking smarter ways to deliver support.

Responsabilidades

• Serves as the first point of contact for IT support needs.
• Diagnoses and resolves incidents while providing user guidance.
• Maintains accurate ticketing information and promotes knowledge sharing.

Conhecimentos

Technical troubleshooting

Verbal and written communication skills

Multitasking

Customer orientation

Attention to details

Teamwork

Ferramentas

ITSM tools

Descrição da oferta de emprego

Job Location: Lisboa

Location Flexibility: Primary Location Only

Req Id: 5152

Posting Start Date: 1/27/26

Purpose Of Recruitment

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

Role Purpose

The Service Desk Agent (SDA) serves as the first point of contact for information technology (IT) support needs, delivering responsive, consistent, reliable, and customer focused assistance to ensure the smooth operation of day-to-day activities. This role is key to diagnosing and resolving incidents, providing user guidance and handling service requests.

Key Accountabilities

• Technical capability: Ability to support standard technical queries related to a focused range of hardware and software products, capable of using and configuring computer systems to troubleshoot and resolve issues.
• Customer Experience: Demonstrates a customer‑centric approach by delivering compassionate and tailored support that builds trust and lasting relationships. Listens actively, communicates with clarity, and takes full ownership of the customer’s needs by not just resolving issues, but ensuring they feel heard and valued.
• Innovation: Embraces change and drives progress by actively seeking and applying smarter, faster, and more efficient ways to deliver support. Leverages emerging technologies such as automation, AI, and digital tools to streamline workflows and enhance the customer experience.
• Business awareness: Clear understanding of the customer’s business environment, priorities, and service expectations to ensure the delivery of high‑quality and value‑driven support.
• Process: Follows and suggests improvements for established service desk processes and tools to ensure consistent and efficient support delivery. Maintains accurate ticketing information and promotes knowledge sharing.
• Problem solving: Takes ownership of understanding and resolving customer issues within required timescales by actively listening and asking relevant questions. Escalates complex issues appropriately.
• Security awareness: Follows established security policies and procedures, remains alert to common threats, and takes proactive steps to safeguard customer and company information.
• Service Level: Demonstrates awareness of service commitments by knowing the key components of the service delivery and recognizing the importance of meeting SLAs and customer expectations.
• Team working: Collaborates effectively as a supportive and reliable team member, fostering a positive environment, contributing to shared goals and knowledge.
• Continuous improvement: Proactively seeks opportunities to enhance processes and tools to improve service delivery and efficiency.
• Personal development: Takes initiative in identifying and pursuing learning opportunities and career paths, collaborating with the manager to support ongoing professional growth.

Skills

• Technical troubleshooting
• Verbal and written communication skills
• Multitasking
• Customer orientation
• Attention to details
• Teamwork

Knowledge

• Hardware and software fundamentals
• IT security principles
• ITSM tools
• Company’s service delivery processes and SLAs
• ITIL basics
• Emerging technologies (automation and AI)

Experience

• Troubleshooting
• Customer‑focused support environment
• Process adherence

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.