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Job description

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 are looking for IT Service Desk Agent to join our team responsible for providing first line technical support to our customers via phone call, email and web chat. This role involves troubleshooting hardware and software issues, resolving IT service requests, and ensuring timely resolution of incidents keeping to agreed SLA's and KPI's, while delivering excellent customer service.

Responsibilities

• Provide first level technical support via phone, email, chat, or ticketing systems.
• Log, categorize, and prioritize incidents and service requests on a IT Service Management system.
• Diagnose and troubleshoot IT related issues.
• Monitor recurring issues and contribute to problem management.
• Resolve common IT issues related to Windows, Office 365 and user accounts.
• Escalate issues to second or third line support teams.
• Manage user account administration including password resets and access permissions.
• Assist in maintenance of documentation for incidents, solutions, and procedures.
• Follow service desk processes and ensure SLA compliance.
• Monitor recurring issues and contribute to problem management.

Skills and Qualifications

Essential Skills

• Good knowledge of Windows, Microsoft Office, and general IT.
• Ability to work under pressure and manage multiple support tickets.
• Excellent communication and customer service skills.

Further Information

Working Conditions: Our Service Desk operates between 8am to 6pm, Monday to Friday. Must be willing and eligible to undertake high level clearance Your benefits 26 Days annual leave plus public holidays, 3 flexible Pension (Double matching contributions of up to 10 percent) 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 or virtual GP We are a Disability Confident Employer and will offer an interview to disabled applicants who meet the minimum or essential criteria for the role. Email EMEIArecruitmentatfujitsu.com if you would like to apply through the Disability Confident Interview Scheme.