At Fujitsu, we're on a mission to create a more sustainable world by building trust in society through innovation. Since our inception in Japan in 1935, Fujitsu has consistently been at the forefront of technological advancement. Today, we stand as a global leader in digital transformation, dedicated to reshaping businesses and society in the digital age.
What truly sets us apart is our family of nearly 130,000 dedicated employees that spans over 50 countries, forming a diverse and dynamic community. We are committed to helping our employees grow and develop their careers. We believe that everyone has the potential to achieve great things, and we are dedicated to providing the resources and opportunities that our employees need to succeed.
We invite you to take the next step in your career journey and apply. Thank you for being a part of Fujitsu. We look forward to growing together toward a brighter future.
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
#Oceania_Priority
At Fujitsu, we are committed to creating a diverse and inclusive workplace where everyone feels valued and respected. We believe that diversity and inclusion are essential to our success, and we are committed to creating an environment where all employees can thrive.
We are an equal opportunity employer and prohibit discrimination and harassment of any kind based on race, color, religion, sex, national origin, age, disability, marital status, sexual orientation, gender identity or expression, genetic information, veteran status, or any other characteristic protected by law.
We believe that everyone has something to contribute, and we are committed to creating a workplace where everyone can reach their full potential.