To provide technical support to agents via floor walking activities and via acceptance of user interactions directly transferred to them by Service Desk Agents.
Service Desk Experts provide responsive, professional and competent technical 2nd line support of incidents. They influence and improve the quality of knowledge articles as well as support training activities within the desk environment.
Role holders may (but not always) have some team leading and supervisory duties.
Technical Capability. Works within a team as an established systems / product specialist (e.g. detailed knowledge of the configuration of interlinked systems, implementing technical changes, building software regimes and contributing technically to service development) to support end users.
Process. Follows established processes, releasing to the change control process verified, validated and documented enhancements to eliminate problems and proactively develop the service.
Service Level. Recognizes opportunities to improve performance against Service Level. Acts as a point of escalation for agents to resolve service delivery issues.
Monitors performance through statistical reporting and analysis.
Project Work. Works within the team or under guidance from the project manager with implementation of technical designs to meet service delivery requirements within own area of responsibility.
Customer Relationship. Establishes working relationships with customer’s organization to deliver and enhance the service.
Problem Solving. Takes ownership in obtaining the information, evidence and data required to diagnose and resolve more complex problems (both new and known), Escalates or gains support where appropriate.
Proactively analyzes, trends and reports on information (e.g. on performance service levels) in a timely manner to resolve problems, maintain and enhance service.
Team Working. Trains and coaches members of the team to provide knowledge, assistance and advice. Works in a problem solving team to resolve service issues.
May have team leader responsibilities and duties.
Business Awareness. Understands the requirements of the customer’s business, the scope of the contract and knows how issues impact the delivery of service.
Recognizes and reports opportunities to team manager and other relevant parties for additional business.
Professional Development. Maintains awareness of technical and service developments, taking the initiative to extend own knowledge to learn about products, technologies and techniques to deliver enhanced service.
We are looking for :
Microsoft Windows support experience
Microsoft Office support and skilled user experience
Good written and oral communication skills in English and German (mandatory)
Good Interpersonal and coaching skills
Ability to influence others
Ability to negotiate
Excellent problem solving
Excellent presentation skills
Team Working team player
We offer :
Competitivesalary and bonuses;
Employmentdirectly with Fujitsu with possibility of permanent contract
Lifeinsurance and Private health insurance extensive to family members and sincethe first day of employment
Internationalcareer in a dynamic and enthusiastic environment
Training and internal career progression plan upon hiring
Severaldiscounts available with our partners
The chanceto get involved in our Social Responsibility program and participate in severalinitiatives with focus on wellbeing, diversity and inclusion, environment andour community
In case you need any additional support, contact us : PortugalGDC.recruitment ts.fujitsu.com.