At Fujitsu, we are driven by our purpose to make the world more sustainable by building trust in society through innovation.
We have been a pioneer in technology and innovation for over 80 years, and we are committed to using our expertise to help businesses and organizations transform for the digital age. We believe that digital transformation is essential to creating a more sustainable future. That's why we are working with our customers to develop solutions that can help them reduce their environmental impact, improve their efficiency, and create a more equitable society.
We are committed to contributing to the United Nations Sustainable Development Goals (SDGs). These goals are a blueprint for a better future for all, and we believe that technology can play a vital role in achieving them.
If you share our passion for making a meaningful impact on the world, we invite you to join our global family of 130,000 employees spanning more than 50 countries. We are a diverse workforce, and we offer a wide range of opportunities for you to grow and develop your career.
Together, we can create a more sustainable future for all.
Role Purpose
To provide a single point of contact for users, dealing with the management of both routine and non-routine incidents, problems and requests. Provision of 1st line support for incidents.
Key Accountabilities
• Technical Capability. Works within a team as an established systems/product specialist (e.g. detailed knowledge of the configuration of interlinked systems, implementing technical changes, building software regimes and contributing technically to service development) to support end users.
• Process. Follows established processes, releasing to the change control process verified, validated and documented enhancements to eliminate problems and proactively develop the service.
• Service Level. Recognizes opportunities to improve performance against Service Level. Acts as a point of escalation for agents to resolve service delivery issues. Monitors performance through statistical reporting and analysis.
• Project Work. Works within the team or under guidance from the project manager with implementation of technical designs to meet service delivery requirements within own area of responsibility.
• Customer Relationship. Establishes working relationships with customer’s organization to deliver and enhance the service.
• Problem Solving. Takes ownership in obtaining the information, evidence and data required to diagnose and resolve more complex problems (both new and known), Escalates or gains support where appropriate. Proactively analyzes, trends and reports on information (e.g., on performance service levels) in a timely manner to resolve problems, maintain and enhance service.
• Team Working. Trains and coaches’ members of the team to provide knowledge, assistance and advice. Works in a problem-solving team to resolve service issues. May have team leader responsibilities and duties.
• Business Awareness. Understands the requirements of the customer’s business, the scope of the contract and knows how issues impact the delivery of service. Recognizes and reports opportunities to team manager and other relevant parties for additional business.
• Professional Development. Maintains awareness of technical and service developments, taking the initiative to extend own knowledge to learn about products, technologies and techniques to deliver enhanced service.
• Performs any other tasks assigned by the immediate supervisor/manager.
Key Performance Indicators
· Feedback from customers, colleagues, and team managers.
· Technical Assessments.
· Evidence of sharing and re-use of knowledge.
· Successful production of documentation.
· Successful management and implementation of changes
· Improvement/ enhancements to service delivery.
· Meets and improves service level requirements.
· Successful management of escalations in a timely manner.
· Meets project deadlines and costs within own area of responsibility
· Errors with workarounds or fixes provided in a timely manner.
· Percentage of customer problems resolved within required timescales.
· Improved first time/line fix.
· Correct application of severity, impact and priority.
· Up to date personal learning plan available
·
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 promote diversity, equal opportunity and inclusion. Qualified applicants will receive consideration for employment without regard to 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 applicable law.
We believe that everyone has something to contribute, and we are committed to creating a workplace where everyone can reach their full potential.