Advanced On-site Support Specialist

2 months ago

Sydney, New South Wales, Australia Fujitsu Full time
About the Role

We are seeking a skilled and customer-focused On-site Technician to join our team at Fujitsu. As a key member of our ICT service desk, you will play a vital role in providing efficient and knowledgeable support to our customers.

Key Responsibilities
  • Provide prompt and effective resolution of Incidents and Service Requests, either by resolving them yourself or through appropriate escalation to a higher level.
  • Manage calls from initiation to resolution, ensuring the customer is kept informed and expectations are set and met.
  • Deliver a high level of customer service throughout all communications with the end user.
  • Respond efficiently to all contacts in accordance with applicable SLAs.
  • Continuously record all activities performed as part of the management of all issues or queries worked on, up to and including closure.
Requirements
  • Demonstrated experience troubleshooting and maintaining PCs in a Windows environment.
  • Good experience with end user technology support.
  • Basic knowledge of the ITIL framework.
  • Strong customer-focused approach in dealing with clients.
  • Sound knowledge of SOE principles and concepts.
  • Able to work under self-direction as required in completing duties and delivering services.
  • Experience in problem management as leveraged by a desktop team.
  • Experience in desktop diagnostic tools.
  • Strong written and verbal communication skills.
  • Self-motivation and ability in punctuality, time management, presentation, and administration.
What We Offer

Fujitsu is a progressive organisation committed to diversity and inclusion. We offer a flexible and respectful approach to work, which suits our customers and employees best. We are committed to the United Nations Sustainable Development Goals and have been recognised as a Disability Confident company, a Times Top 50 employer for Women, and a signatory for the Race at Work Charter.

We are looking for someone who shares our values and is passionate about delivering exceptional customer service. If you are a motivated and customer-focused individual with a strong technical background, we encourage you to apply for this exciting opportunity.

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