English/PT - Service Desk Agent (Talent Pool)

The Service Desk Agent (SDA) serves as the first point of contact for information technology (IT) support needs, delivering responsive, consistent, reliable, and customer focused assistance to ensure the smooth operation of day-to-day activities. As the role evolves toward an enhanced customer experience, and as the face and voice for users seeking aid, the role holder represents the service experience and is essential in building trust. This role is key to diagnosing and resolving incidents, providing user guidance and handling service requests.

• Technical capability
  Ability to support standard technical queries related to a focused range of hardware and software products, capable of using and configuring computer systems to troubleshoot and resolve issues.

• Customer Experience
  Demonstrates a customer-centric approach by delivering compassionate and tailored support that builds trust and lasting relationships. Listens actively, communicates with clarity, and takes full ownership of the customer’s needs by not just resolving issues, but ensuring they feel heard and valued. Understands that every interaction shapes the customer’s perception of Fujitsu, and strives to turn challenges into positive experiences.

• Innovation
  Embraces change and drives progress by actively seeking and applying smarter, faster, and more efficient ways to deliver support. Recognizes the importance of staying informed about technological trends and continuously developing skills. Leverages emerging technologies such as automation, AI, and digital tools to streamline workflows and enhance the customer experience. Thinks creatively to solve problems, challenges the status quo, and contributes with fresh ideas that will help shaping the future of the service desk. Fosters a mindset of ongoing experimentation and learning to adapt to change, anticipate future needs, and consistently deliver impactful and forward-thinking support.

• Business awareness
  Clear understanding of the customer's business environment, priorities, and service expectations to ensure the delivery of high-quality and value-driven support. Aligns IT actions with business impact, enabling proactive and customer-centric service.

• Process
  Follows and suggests improvements for established service desk processes and tools to ensure consistent and efficient support delivery. Understands the extreme importance of accurately recording all relevant information and actions on the tickets, and any other relevant actions or tasks performed by the role holder on a daily basis. Avoids ticket duplication, promotes knowledge sharing, aligns with account procedures and security policies to maintain service quality.

• Problem solving
  Takes ownership of understanding and resolving customer issues within required timescales by actively listening and asking relevant questions. Escalates complex issues appropriately, ensuring timely resolution while continuously developing technical knowledge and diagnostic skills for evolving support scenarios.

• Security awareness
  Understands the critical role of security in daily service desk operations and recognizes that security related incidents are frequent and evolving. Follows established security policies and procedures, remains alert to common threats, and takes proactive steps to safeguard customer and company information. Knows when and how to escalate potential security concerns to protect systems, services, and users.

• Service Level
  Demonstrates awareness of service commitments by knowing the key components of the service delivery and recognizing the importance of meeting SLAs and customer expectations. Prioritizes tasks accordingly and contributes to consistent customer satisfaction through timely and reliable support.

• Team working
  Collaborates effectively as a supportive and a reliable team member, fostering a positive environment, contributing to shared goals and knowledge. Builds strong relationships with colleagues to enhance collective performance and service delivery.

• Continuous improvement
  Proactively seeks opportunities to enhance processes and tools to improve service delivery and efficiency. Embraces feedback and lessons learned to drive ongoing optimization, making sure the support keeps up with changing customer and business needs. Adheres to existing internal activities, such as Kojo and CommCell’s, to actively promote and contribute to a culture of continuous improvement.

• Personal development
  Takes initiative in identifying and pursuing learning opportunities and career paths, while collaborating with the manager that will support the ongoing professional growth and path.

Skills:

• Technical troubleshooting

• Verbal and written communication skills

• Multitasking

• Customer orientation

• Attention to details

• Teamwork

Knowledge:

• Hardware and software fundamentals

• IT security principles

• ITSM tools

• Company’s service delivery processes and SLAs

• ITIL basics

• Emerging technologies (automation and AI)

Experience:

• Troubleshooting

• Customer-focused support environment

• Process adherence