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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.

Job Summary

The Service Desk Agent is the first point of contact for our users seeking technical assistance. This role is crucial in providing timely and effective support, resolving technical issues, and ensuring a high level of user satisfaction. The ideal candidate will possess strong problem-solving skills, excellent communication abilities, and a customer-centric approach.

Key Responsibilities

• Serve as the initial point of contact for phone calls, emails, and other communication channels regarding technical issues.
• Accurately log and categorize all support requests in the ticketing system.
• Troubleshoot and resolve basic to moderately complex hardware, software, network, and application issues.
• Follow established procedures and knowledge base articles to provide consistent and efficient support.
• Escalate complex issues to appropriate technical teams while maintaining ownership of the ticket until resolution.
• Clearly communicate technical solutions to end-users in a user-friendly manner.
• Provide remote assistance to users as needed.
• Contribute to the development and improvement of service desk processes and procedures.
• Maintain a high level of professionalism and customer service skills at all times.
• Perform other duties as assigned.

Qualifications

• Language:
  • English: B2+ level of English proficiency.
• Education

• High School Diploma required
• Experience

• 6 months of experience in a customer service, service desk or technical support role is decided.
• Restaurant/Airport experience is a plus

• Skills

• Capability to manage large call volume emphasis on first call resolution.
• Strong knowledge of Windows and Microsoft Office Suite.
• Familiarity with IT service management (ITSM) principles and ticketing systems desired.
• Excellent verbal and written communication skills, including the ability to explain technical concepts to non-technical users.
• Strong problem-solving and analytical skills.
• Excellent customer service and interpersonal skills.
• Ability to work independently and as part of a team.
• Experience with remote desktop support tools.

This job description is intended to describe the general responsibilities and type of work being performed by people assigned to this position.  The major job functions/components above are the typical functions of the job and are not an exhaustive or comprehensive list of all possible job responsibilities, tasks and duties.  Personnel, vendors assigned in this position should be aware that the responsibilities, tasks, and duties of the jobholder may differ from those outlined in this job description and various other duties may be assigned as needed.

FUJITSU strives to provide equal employment opportunities, and we´re committed to treat our candidates without discrimination based on race, religion, creed, gender, social status, physical or mental disability, sexual orientation and/or any other category that is unrelated to the legitimate interests of FUJITSU