Fujitsu Hiring for Service Desk Agent at Wakefield Full Time

Service Desk Agent (Out of hours)

Location : Wakefield (Hybrid working)

Full Time (Part time considered

Are you customer driven and flexible with an interest in IT systems and providing the best service possible? Can you troubleshoot IT issues to a resolution whilst building a rapport with customers and communicating effectively? Do you want to shape your world and change the way the world works? Do you want to collaborate and work as part of a great team to service, support and resolve issues for our customers across the UK?

We are looking for a Service Desk Agent to provide a single point of contact for users, dealing with the management of both routine and non-routine incidents, problems and requests.

Your role will involve :

• 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.

You should be able to demonstrate:

• Excellent communication skills both written and verbal

• Working knowledge of Microsoft Office

• Excellent administrative skills

• Previous Customer services experience

• Ability to work well in a team and independently

We 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 selves 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 Disability Confident company, a Times Top 50 employer for Women, and a signatory for the Race at Work Charter, but we are also committed to the United Nations standards for LGBT+.

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 that 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 a continuing commitment to diversity and inclusion is important, you should apply.

Fujitsu has been recognized as a Disability Confident Leader by the Department of Work and Pensions. This is in recognition of our commitment to recruiting, retaining, and employing people with disabilities. As a Disability Confident Leader, we offer a guaranteed interview to all candidates with disabilities who meet the essential criteria for a role and are experienced at making reasonable adjustments to the recruitment process. Please let me know if you would like further information.

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