Service Desk Agent

Job title:

Service Desk Agent

Company

Fujitsu

Job description

Job Description:

The assignment position is flexible should the individual have existing skills and knowledge, working alongside a team of people that manage the mission critical E2E Enterprise calls. The call management centre manage calls for both our internal and external customer that do not have the ability to raise calls electronically within Fujitsu call management systems and are a point of escalation for both internal and external customers.

The candidate will be responsible for ensuring all work is planned and completed within the time scales required, utilising our internal call management systems along with Customer interfaces and to understand the requirements of the Field operation to effectively meet the service level agreements in place. Training will be provided to suitable candidate although knowledge of Service Now, OSMQ tool sets would be an advantage. The Hrs of cover for the role are 08.00 – 20.00 x 365 so the candidate will need to be flexible as once suitably trained there will be a requirement to cover for evening and weekend working on a shift basis. The candidate would also need to be able to gain SC level clearances.

Key Accountabilities  Technical Capability. Works under supervision, supporting standard technical queries related to a single product/small set of products (e.g. Microsoft products, operating system, basic networking, PCs).  Business Awareness. Develops an understanding of customer’s environment and service delivery requirements to enable the delivery of a first class service.  Process. Documents actions taken in resolving routine customer enquiries ensuring established processes/systems are followed.  Problem Solving. Takes ownership for listening to and understanding basic customer problems asking relevant questions to resolve typically known problems within required timescales. Knows when problems are ‘beyond them’ and escalates so they can be resolved.  Service Level. Escalates issues as necessary to deliver required service level and meet or exceed customer expectation/SLAs. Monitors performance through statistical reporting and analysis.  Team Working. Acts as a team player and is viewed by colleagues as a helpful and effective member of the team.  Personal Development Takes ownership of own development and has a development plan in place. Key Performance Indicators  Feedback from customers, colleagues and team managers.  Technical assessments if applicable  Evidence of sharing and re-use of knowledge.  Correct management of processes followed to deliver the service.  Percentage of customer problems resolved within required timescales.  Meeting service level requirements

Your benefits:

25 Days annual leave plus public holidays (3 flexible)

Pension – Double matching contributions of up to 10%

Life assurance

Companywide incentive plans

Your choices (Flexible benefits such as increased holidays/ travel/ dental critical illness and more)

Perks at work – employee discounts

Employee assistance programme/ virtual GP

Role dependent benefits: Private medical/ company car or car allowance.

We are a Disability Confident Employer and will offer an interview to disabled applicants who meet the minimum/essential criteria for the role. Email [email protected] if you would like to apply through the Disability Confident Interview Scheme.

Achieve together

Fujitsu is recognised as a responsible and inclusive employer: Not only are we a certified Disability Confident Leader, a Times Top 50 employer for Gender Equality, a Top 75 employer for Social Mobility, accredited with the Living Wage Foundation and a signatory for the Race at Work Charter, but we are also committed to the United Nations standards for LGBTI+ and a Stonewall Top 100 Employer.

We are people centric: Our work environments enable you to Be Completely You. Our active people-led Inclusive Community networks are representative of all aspects of diversity and are instrumental in enabling and supporting our innovative approach to inclusion.

#LifeAtFujitsu

Expected salary

Location

Bristol

Job date

Wed, 17 Jan 2024 06:40:31 GMT

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