Service Desk Agent (Talent Pool- PH)

Purpose of Recruitment

We are building a talent community of Service Desk professionals for future opportunities with Fujitsu in the Philippines. By joining our pool, you’ll stay connected with us and be among the first to learn about roles that match your skills.

At Fujitsu, we are committed to creating a sustainable world through innovation and digital transformation—and we invite you to be part of this journey.

Role Purpose

The Service Desk Agent (SDA) serves as the first point of contact for IT support, providing responsive, consistent, and customer-focused assistance to ensure smooth day-to-day operations.

As the face and voice of the service experience, this role is key to building trust with users by diagnosing and resolving incidents, handling service requests, and providing clear guidance. The SDA plays a critical role in delivering a positive customer experience through reliable and professional support.

Key Accountabilities

Technical Capability

• Provide first-level support for hardware, software, and system-related issues
• Troubleshoot, diagnose, and resolve technical concerns efficiently
• Utilize tools and systems to support users and restore services

Customer Experience

• Deliver a customer-centric support experience through clear communication and active listening
• Take ownership of issues from resolution to follow-up
• Build trust by ensuring users feel supported and valued

Innovation

• Identify opportunities to improve processes and service delivery
• Leverage tools, automation, and emerging technologies to enhance efficiency
• Contribute ideas that improve the overall service desk experience

Business Awareness

• Understand customer environments, priorities, and expectations
• Align support activities with business needs and impact

Process

• Follow established service desk processes and procedures
• Ensure accurate and complete ticket documentation
• Maintain compliance with account policies and avoid duplication of records

Problem Solving

• Take ownership of incidents and resolve within agreed timelines
• Escalate complex issues appropriately
• Continuously enhance technical and diagnostic skills

Security Awareness

• Adhere to IT security policies and procedures
• Identify and escalate potential security risks
• Handle user and company data responsibly

Service Level Management

• Meet SLAs and service targets consistently
• Prioritize tasks effectively to ensure timely resolution

Teamwork

• Collaborate with team members and stakeholders
• Share knowledge and contribute to team success

Continuous Improvement

• Suggest and support improvements to processes and tools
• Participate in internal initiatives (e.g., Kojo, CommCell)
• Apply feedback and lessons learned to enhance performance

Personal Development

• Take initiative in learning and career growth
• Work with the manager to develop skills and career path

Skills / Knowledge / Experience

Skills

• Technical troubleshooting
• Strong verbal and written communication
• Customer-focused mindset
• Multitasking and time management
• Attention to detail
• Team collaboration

Knowledge

• Hardware and software fundamentals
• IT service management (ITSM tools)
• ITIL basics
• IT security principles
• Service delivery processes and SLAs
• Emerging technologies (e.g., automation, AI)

Experience

• IT support or service desk experience
• Customer-focused environment
• Incident handling and troubleshooting
• Process adherence and ticket management