At Fujitsu, our purpose is to make the world more sustainable by building trust in society through innovation. Founded in Japan in 1935, Fujitsu has been a pioneer in technology and innovation for decades. Today, as a world-leading digital transformation partner, we are committed to transforming business and society in the digital age.

With approximately 130,000 employees across over 50 countries, Fujitsu offers a broad range of products, services, and solutions. We collaborate with our customers to co-create solutions that drive enterprise-wide digitalization while actively working to address social issues and contribute to the United Nations Sustainable Development Goals (SDGs).

Technical and Professional Expertise:

• Customer Handling Skills & Good communication skills (Fluency in English and Hindi is a must)
• Incident management and usage of ticketing tools - Knowledge on O365, MS OFFICE Suite, Active Directory, Hardware and Software related troubleshooting skills.
• Unparalleled Listening and Comprehension capabilities
• Ability to keyboard to capture important details on a call for documentation
• ITIL Basic Knowledge, Proficient in handling customer queries.

  Responsibilities:

  • Provide direct technical assistance to customers via phone, email, and chat. Identifies issues create Service Request or Incident based on the issue type and provide L1 resolution.
  • Work diligently towards achieving KPIs/SLAs as part of a multi skilled team.
  • Act as a customer advocate by working directly with customers on high priority issues to deliver timely resolution and capture customer feedback to influence process/product improvements. Should flag any priority incidents immediately to the SME.
  • Ensures Incident records are kept up to date throughout the life of the Incident, additional information is documented as it becomes available, and progress updates/user chases and other actions are taken towards resolution.
  • Receives successfully completed Incidents/Changes/Service Requests and closes the record accordingly.
  • Executes required tracking of knowledge base usage and opportunities (voting and rating as required) as well as Sense and Respond activities/actions.
  • Provides users with status reports on existing Incidents, ensuring the Incident record is updated accordingly.
  • Monitors auto-generated incidents from event / alert monitoring, ensuring that they are correctly prioritised, and action taken accordingly.
  • Understands and operates escalation procedures - escalates and progresses incidents as required whilst keeping the user informed
  • Identifies Incidents that require management through additional processes