Service Desk Agent

Job description:

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 openings that match your skills. Fujitsu is 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 information technology (IT) support needs, delivering responsive, consistent, reliable, and customer focused assistance to ensure the smooth operation of day-to-day activities. As the role evolves toward an enhanced customer experience, and as the face and voice for users seeking aid, the role holder represents the service experience and is essential in building trust. This role is key to diagnosing and resolving incidents, providing user guidance and handling service requests.

Key Accountabilities:

Skills / Knowledge / Experience:

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