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Work Arrangement & Schedule
- Work Setup: Hybrid
- Training and Go-Live: 6 months onsite during training and go-live
- Post-training Hybrid Setup: 2 weeks onsite / 2 weeks remote (rotational)
- Schedule Type: Flexible, rotational
- Working Days/Hours: 5 days per week, 9 hours per day
- Days Off: 2 days
- Holiday Coverage: Region / UK
Role Summary
The Service Desk Agent provides L1.5 to L2 single-function support and acts as a Service Desk Process Controller. This role supports a retail and corporate device environment, coordinating closely with technical teams to investigate device-related issues and manage device replacement, reissuance, and new issuance in line with service desk processes.
Key Responsibilities
- Coordinate with Corporate Technical Teams in managing and supporting the retail device environment
- Investigate underlying issues on devices to determine appropriate resolution or escalation
- Facilitate device replacement, reissuance, and new issuance following defined service desk processes
- Provide L1.5 to L2 Service Desk support for assigned functions
- Ensure accurate documentation, communication, and adherence to service desk workflows
Qualifications
Required Qualifications
- Education: Undergraduate to college level
- Experience: Minimum of 1 year experience in Service Desk, IT Service Desk, or technical support
- Core Competency: Strong communication skills (verbal and written)
- Technical Skills (Required):
- Windows 11 support
- Intune Management
- Mobile Device Management (MDM)
- Availability: Willing to work flexible and rotational schedules and complete 6 months onsite during training and go-live
Preferred / Nice-to-Have Skills
- Active Directory
- ServiceNow
- VPN support
- Remote assistance tools
- Microsoft Office
- MS Teams
- SharePoint
Certifications (Optional / Advantage)
- ITIL
- MS900
- AZ900
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.