Japanese bilingual service desk agentFujitsu

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Incident Management:
Provide first-level technical support for IT incidents, troubleshooting and resolving common issues related to hardware, software, and network connectivity.
Log, categorize, prioritize, and track incidents in the service management system, ensuring accurate and timely updates.
Escalate complex or unresolved incidents to appropriate second-level support teams, providing detailed information for efficient resolution.
Follow established incident management processes and procedures to ensure consistent and effective service delivery.
Problem Management:
Identify and document recurring incidents to identify underlying problems.
Contribute to the problem management process by providing information and insights to facilitate root cause analysis.
Service Request Fulfillment:
Process and fulfill standard service requests, such as password resets, software installations, and account creation/modification.
Ensure timely and accurate completion of service requests, adhering to established service level agreements (SLAs).
Communication and Customer Service:
Provide excellent customer service to all users, communicating clearly and professionally via phone, email, and other communication channels.
Actively listen to users, understand their needs, and provide appropriate solutions or guidance.
Maintain a positive and empathetic approach, even in challenging situations.
Keep users informed of the status of their incidents and requests.
Knowledge Management:
Document solutions to common issues and contribute to the knowledge base to improve first-call resolution rates.
Stay up-to-date with relevant technical knowledge and best practices.
Teamwork and Collaboration:
Collaborate effectively with other team members and support teams to ensure seamless service delivery.
Share knowledge and expertise with colleagues to improve overall team performance.
Performance Monitoring and Reporting:
Monitor personal performance against key metrics and SLAs.
Contribute to regular reporting and analysis of service desk performance.
Perform other task in relation to the role as assigned by one's superior or by the organization.
Key Performance Indicators
Feedback from customers, colleagues and team managers.
Technical assessments if applicable
Evidence of sharing and re-use of knowledge.
Correct management of processes followed to deliver the service.
Percentage of customer problems resolved within required timescales.
Meeting service level requirements.
Relocation Supported: NoVisa Sponsorship Approved: NoAt 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.Copyright 1995 - 2024 FujitsuxCookie Consent ManagerWhen you visit any website, it may store or retrieve information on your browser, mostly in the form of cookies. Because we respect your right to privacy, you can choose not to allow some types of cookies. However, blocking some types of cookies may impact your experience of the site and the services we are able to offer.Required CookiesThese cookies are required to use this website and can't be turned off.Show More DetailsRequired Cookies Provider Description Enabled
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Fujitsu

Taguig City, Metro Manila
Permanent
Full-time