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.
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
At Fujitsu, we are committed to an inclusive recruitment process that values the diverse backgrounds and experiences of all applicants. We believe that hiring people from a wide variety of backgrounds makes us stronger, not because it's the right thing to do, but because it allows us to draw on a wider range of perspectives and life experiences.