Detalhe da Função
Fujitsu Technology Solutions, Lisbon
Fujitsu is the leading Japanese information and communication technology (ICT) company, offering a full range of technology products, solutions and services.
Approximately 140,000 Fujitsu people support customers in more than 100 countries. We use our experience and the power of ICT to shape the future of society with our customers.
Fujitsu's Global Delivery Centers (GDCs) are a network of state-of-the-art technology hubs in key locations across the globe.
GDCs employ highly-trained, highly-motivated people who deliver a wide variety of services from a 24-hour multilingual service desk to specialist app services or data center management.
We’re a dynamic mix of agents and architects, technicians, and problem solvers. We come from diverse backgrounds and speak many different languages.
Yet we share a culture that brings us together. Our Fujitsu GDCs are growing and fast and we need ambitious people who will grow with us.
Come and work with us!
To join our team in Portugal, we are now recruiting multilingual team members to support the users who contact our service desk.
We are looking for candidates passionate about technology and innovation, customer oriented, with the ability to multi-task and with great organizational, communication and interpersonal skills.
Job Purpose : To provide technical support to agents via floor walking activities and via acceptance of user interactions directly transferred to them by Service Desk Agents.
To influence and improve the quality of knowledge articles as well as to support training activities within the desk environment.
Key accountabilities :
Ensures Service Desk infrastructure has the correct level of functionality and is operational. Supports contact and follow up for Resolver groups to progress Incident, Problem and Change chases initiated by Service Desk Agents.
Works with ITIL Process Controllers in dealing with major incidents, owning, escalating and following through to conclusion.
Proactively assists other team members to achieve team objectives and targets, may run short training sessions for Service Desk Agents.
Supports discovery and documentation activities for the Service Desk.
Ensures Knowledge base is maintained. Reviews and filters all staff suggestions regarding any improvements to any aspect of the service and escalate to appropriate contact point.
Understands all scenarios detailed in current Business Continuity Plan documentation and have the ability to invoke when necessary.
Makes recommendations and updates to all operational procedures where relevant.
We are looking for :
We offer :
Please attach your CV in English detailing language skills and availability)