Job description:
At Fujitsu, we've been driven to create a sustainable world through innovation since 1935. Today, we lead in digital transformation globally with our 130,000 employees across 50+ countries. We empower our diverse community to achieve greatness through career development and opportunities. Explore our internal positions and join us in shaping a brighter future. Thank you for being a part of Fujitsu. We look forward to growing together toward a brighter future.
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 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.
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.
We offer:
We are committed to equality of opportunity for all and to offer
* Employment directly with Fujitsu with permanent contract;
* Remote work;
* Work life balance and 25 annual leave days;
* Life insurance and Private health insurance extensive to children for free and since first day of employment;
* International career in a dynamic and enthusiastic environment;
* Training and internal career progression plan upon hiring;
* Several discounts available with our partners;
* The chance to get involved in our Social Responsibility program and participate in several initiatives with focus on well-being, diversity and inclusion, environment and our community;
* ... And much more