Service Desk Agent

1 day ago

Fort Bonifacio, National Capital Region, Philippines Fujitsu Philippines Global Delivery Center Full time ₱250,000 - ₱450,000 per year

Company description:

At Fujitsu, we've been driven to create a sustainable world through innovation since 1935. Today, we lead in digital transformation globally with our 130,000 employees across 50+ countries. We empower our diverse community to achieve greatness through career development and opportunities. Explore our internal positions and join us in shaping a brighter future. Thank you for being a part of Fujitsu. We look forward to growing together toward a brighter future.

Job description:

Role Purpose:

To serve as the primary point of contact for users, efficiently managing routine and non-routine IT incidents, problems, and service requests, providing effective first-level support to ensure minimal disruption to business operations.

Key Responsibilities:

Incident Management:

  • Provide first-level technical support for IT incidents, troubleshooting and resolving common issues related to hardware, software, and network connectivity.
  • Log, categorize, prioritize, and track incidents in the service management system, ensuring accurate and timely updates.
  • Escalate complex or unresolved incidents to appropriate second-level support teams, providing detailed information for efficient resolution.
  • Follow established incident management processes and procedures to ensure consistent and effective service delivery.

Problem Management:

  • Identify and document recurring incidents to identify underlying problems.
  • Contribute to the problem management process by providing information and insights to facilitate root cause analysis.

Service Request Fulfillment:

  • Process and fulfill standard service requests, such as password resets, software installations, and account creation/modification.
  • Ensure timely and accurate completion of service requests, adhering to established service level agreements (SLAs).

Communication and Customer Service:

  • Provide excellent customer service to all users, communicating clearly and professionally via phone, email, and other communication channels.
  • Actively listen to users, understand their needs, and provide appropriate solutions or guidance.
  • Maintain a positive and empathetic approach, even in challenging situations.
  • Keep users informed of the status of their incidents and requests.

Knowledge Management:

  • Document solutions to common issues and contribute to the knowledge base to improve first-call resolution rates.
  • Stay up-to-date with relevant technical knowledge and best practices.

Teamwork and Collaboration:

  • Collaborate effectively with other team members and support teams to ensure seamless service delivery.
  • Share knowledge and expertise with colleagues to improve overall team performance.

Performance Monitoring and Reporting:

  • Monitor personal performance against key metrics and SLAs.
  • Contribute to regular reporting and analysis of service desk performance.
  • Perform other task in relation to the role as assigned by one's superior or by the organization.

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