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104 Fujitsu Jobs
Service Desk Agent
Fujitsu
posted 7d ago
Job Role Insights
Flexible timing
Key skills for the job
Job Description
- Job Description :: 1
- Technical and Professional Expertise:Customer Handling Skills Good communication skills (Fluency in English and Hindi is a must)Incident management and usage of ticketing tools - Knowledge on O365, MS OFFICE Suite, Active Directory, Hardware and Software related troubleshooting skills
- 2
- Unparalleled Listening and Comprehension capabilitiesAbility to keyboard to capture important details on a call for documentationITIL Basic Knowledge, Proficient in handling customer queries
- 3
- Responsibilities:Provide direct technical assistance to customers via phone, email, and chat
- Identifies issues create Service Request or Incident based on the issue type and provide L1 resolution
- Work diligently towards achieving KPIs/SLAs as part of a multi skilled team
- 4
- Act as a customer advocate by working directly with customers on high priority issues to deliver timely resolution and capture customer feedback to influence process/product improvements
- 5
- Should flag any priority incidents immediately to the SME
- Ensures Incident records are kept up to date throughout the life of the Incident, additional information is documented as it becomes available, and progress updates/user chases and other actions are taken towards resolution
- 6
- Receives successfully completed Incidents/Changes/Service Requests and closes the record accordingly
- Executes required tracking of knowledge base usage and opportunities (voting and rating as required) as well as Sense and Respond activities/actions
- Provides users with status reports on existing Incidents, ensuring the Incident record is updated accordingly
- 7
- Monitors auto-generated incidents from event / monitoring, ensuring that they are correctly prioritised, and action taken accordingly
- Understands and operates escalation procedures - escalates and progresses incidents as required whilst keeping the user informedIdentifies Incidents that require management through additional processes
Employment Type: Full Time, Permanent
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What people at Fujitsu are saying
Rating based on 8 Service Desk Agent
reviews
Anonymous · Customer Success, Service & Operations
in Pune
Wonderful experience
- Skill development - Good
I don't like Management system.
Service Desk Agent salary at Fujitsu
What Fujitsu employees are saying about work life
Fujitsu Benefits
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