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Role Purpose
Serve as the primary point of contact for users by efficiently managing routine and non-routine IT incidents, problems, and service requests. Deliver effective first-level technical support to minimize business disruptions and ensure a seamless user experience.
Key Responsibilities
Incident Management
- Provide first-level technical support for IT incidents, including troubleshooting and resolving common hardware, software, and network connectivity issues.
- Accurately log, categorize, prioritize, and track incidents in the service management system, ensuring timely updates and resolution.
- Escalate complex or unresolved incidents to second-level support teams with comprehensive documentation for efficient resolution.
- Adhere to established incident management processes and procedures to maintain consistent and high-quality service delivery.
Problem Management
- Identify and document recurring incidents to detect underlying problems.
- Support root cause analysis by providing detailed insights and contributing to the problem management process.
Service Request Fulfillment
- Process and fulfill standard service requests, such as password resets, software installations, and account creation/modification.
- Ensure timely and accurate completion of requests in compliance with defined Service Level Agreements (SLAs).
Communication & Customer Service
- Deliver exceptional customer service through clear, professional communication across phone, email, and other channels.
- Actively listen to users, understand their needs, and provide appropriate solutions or guidance.
- Maintain a positive and empathetic approach, even in challenging situations, and keep users informed of progress on their incidents and requests.
Knowledge Management
- Document solutions for common issues and contribute to the knowledge base to improve first-call resolution rates.
- Stay current with relevant technical knowledge, tools, and best practices.
Teamwork & Collaboration
- Work collaboratively with team members and other support teams to ensure seamless service delivery.
- Share knowledge and expertise to enhance overall team performance.
Performance Monitoring & Reporting
- Monitor individual performance against key metrics and SLAs.
- Contribute to regular reporting and analysis of service desk performance.
Other Duties
- Perform additional tasks related to the role as assigned by management or the organization.
Key Skills & Competencies
- Strong problem-solving and analytical skills.
- Excellent communication and interpersonal abilities.
- Customer-focused mindset with a commitment to service excellence.
- Ability to work effectively in a team-oriented environment.
- Familiarity with IT service management tools and 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.