At Fujitsu, we are driven by our purpose to make the world more sustainable by building trust in society through innovation.

We have been a pioneer in technology and innovation for over 80 years, and we are committed to using our expertise to help businesses and organizations transform for the digital age. We believe that digital transformation is essential to creating a more sustainable future. That's why we are working with our customers to develop solutions that can help them reduce their environmental impact, improve their efficiency, and create a more equitable society.

We are committed to contributing to the United Nations Sustainable Development Goals (SDGs). These goals are a blueprint for a better future for all, and we believe that technology can play a vital role in achieving them.

If you share our passion for making a meaningful impact on the world, we invite you to join our global family of 130,000 employees spanning more than 50 countries. We are a diverse workforce, and we offer a wide range of opportunities for you to grow and develop your career.

Together, we can create a more sustainable future for all.

About the role

This role provides primary Service Desk support that includes:

Incident Management:

• Incident detection and recording
• Classification of all incidents and 1st / 2nd level support
• 1st / 2nd level investigation and diagnosis
• 1st / 2nd level Resolution and Recovery
• Incident Management - ownership, monitoring, tracking and communication as per Fujitsus Incident Management Procedure
• Incident closure
  
  

Responsibilities and Accountabilities

Key responsibilities will include but not be limited to the following:

• Provide End Users with a high level of Customer Service throughout all communications such as initial contact
• Incident/Service Request detection and recording via adherence to the Service Desk Script and Call Logging procedure
• Provide 1st / 2nd level support for the investigation and resolution of all reported and registered Incidents and Service Requests
• All possible attempts should be made to resolve all resolvable Incidents and Service Requests within a ten-minute window using personal technical knowledge, knowledge base articles, procedures and scripted questions.
• Escalation of reported and registered Incidents/Service Requests to 2nd level Resolver Groups where appropriate
• Escalation and management of Incidents referred to 3rd party service providers
• Provide continual end user contact as per the Fujitsu Incident Management Procedure/Fujitsu Service Request Management Procedure, so as to manage the end users expectations and requirements through to Incident/Service Request resoltuion
• Ensure achievement of Customer Contractual Service Level Targets for all Incidents and Service Requests.
• Incident/Service Request closure upon the resolution of an Incident or Service Request via the defined process.
• The Service Desk Analyst will also carry out other duties as may be specified from time to time by the Team Leader.
  
  

Requirements and Experience

Experience

• Experience in a customer service role either in a service industry or computer support role for at least 12 months
• Excellent communication and team skills
• Citizens/PR only
  
  

Technical Competencies

• Intermediate LAN or WAN Networking
• Intermediate MS Office 365
• Intermediate MS Windows 11
• Intermediate MS Outlook/Exchange
• Intermediate Citrix Environment
• Intermediate Active Directory
• Intermediate remote access management
  
  

Non-Technical Competencies

• Advanced Customer Service
• Intermediate Communication Skills, both written and oral
• Intermediate Conflict Resolution
• Intermediate self-motivation
• Advanced Personal Management – punctuality, attendance, presentation and administration