Service Desk Agent

Job title:

Service Desk Agent

Company

Fujitsu

Job description

Job Description:Service Desk AgentFull time on site requirement in Bracknell – Monday to FridayReporting to the Service Level & Reporting Manager, the primary objective of the Service Control Centre is to ensure adherence to Best Practice Incident handling within Resolver Groups through positive reinforcement and monitoring, therefore reducing impact to contractual Key Performance IndicatorsRole Description

• Follows and monitors established processes and recommends improvements to these as appropriate to resolve routine customer enquiries.
• Ensures that service delivery is monitored effectively and that identified actions to maintain or improve levels of service are implemented.
• Utilises and inputs into standardised Policies, Processes and Procedures and ensures all documentation is up to date and valid.
• Ensures the processes in place are aligned with the contractual requirements.
• Acts as point of escalation and owns management of the processes leading to successful resolution of the escalated issue.
• Responsible for the implementation of any new processes resulting from account changes as well as ensuring full team engagement in the new developments.
• Escalates issues as necessary to deliver required service levels and meets or exceed customer expectations / SLA.
• Monitors all aspects of Incident Management processes to ensure adherence to best practice.
• Monitor resolution of incidents to agreed service levels.
• Utilising statistical reporting and analysis, monitors performance across all groups.
• Analyses and identifies areas of improvement to the service to ensure customer satisfaction.
• Prevents negative trends by properly raising and reacting to performance and progress gaps.
• Builds and enhances strong stakeholder relationships and acts as an escalation point.
• Act as point of escalation in dispute or uncertainty over appropriate resolver group for an incident.
• Ensures process, procedures and work instructions are adhered to by all relevant parties via Service Performance audits and provide regular feedback within the Service Operations environment.
• Assists the SLM Service Delivery Manager in developing and maintain the core SLM capabilities.

Skills:

• Be able to gain SC level Security Clearance.
• Must have good communication skills
• Ability to learn quickly and under pressure
• Good teamwork skills
• Intermediate knowledge of Microsoft Office, including excel

Desirable – Experience across technologies such as:

• Knowledge of Global Connectivity.
• Working knowledge of CASD toolsets
• Service Request Management

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

Recruitment processThe recruitment process consists of one stages of interviews.We are a Disability Confident Employer and will offer an interview to disabled applicants who best meet the minimum/essential criteria for the role. Email [email protected] if you would like to apply through the Disability Confident Interview Scheme.Achieve togetherWe are 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 hybrid 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.#LifeatFujitsuAbout the Team:Achieve togetherWe are Fujitsu. A Japanese company with a strong set of values and a history of respecting fairness and equality, whilst promoting diversity and inclusion. We constantly push ourselves to do more and strive to bring together a diverse mix of perspectives and talents in an inclusive environment, where we encourage our people to bring their full self to work. We call this Be Completely You.We are inclusive. As a responsible business, it is important to us that we reflect the diversity of our society and customers. Not only are we a certified Disability Confident Leader, a Times Top 50 employer for Women, 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 LGBT+ and a Stonewall Top 100 Employer.We are people centric. This means we care about our people (and their families) and appreciate that everyone has a life outside of work. By supporting our people to Work Your Way, we empower them to achieve a flexible and respectful approach to work which suits them and our customers best – this could be working hours, location, or a flexible approach to their working day.We want you to thrive. If working for a progressive organization, with an active people-led Inclusive Community, demonstrating our commitment to diversity, equity and inclusion and equity, you belong at Fujitsu.#LifeatFujitsuFujitsu employs over 7,000 people in the UK, who are passionate about delivering excellent service to our customers every day. Not only this, but our people live and breathe our global purpose to make the world more sustainable by building trust in society through innovation – that’s about seeing the value technology can create for customers today and in the future – and making it real.Fujitsu has been a key player in the UK’s ICT landscape over the last five decades, and you might not realize it, but we provide the technology that underpins many of the services UK citizens and consumers use every day.Whether it’s banks, retailers, manufacturers, energy companies or the government, we’re proud to deliver the behind-the-scenes technology that you use every day; keeping many of the critical systems going that help people manage their finances, shop in-store or online, consume energy or use government services.

Expected salary

Location

Bracknell, Berkshire

Job date

Fri, 24 Jan 2025 05:42:12 GMT

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