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Service Desk Analyst
2 months ago
We are seeking a highly skilled and experienced Service Desk Analyst to join our team at Fujitsu. As a Service Desk Analyst, you will be responsible for providing exceptional customer service and technical support to our clients.
Key Responsibilities- Customer Service: Provide a high level of customer service throughout all communications with clients, ensuring that their issues are resolved efficiently and effectively.
- Incident Management: Capture and record all contacts into our standard service management software, as Incidents, Queries, Complaints, Service Requests, or Change Requests, in accordance with our Service Desk Script and call logging procedures.
- Problem Resolution: Respond efficiently and action all contacts in accordance with applicable Service Level Agreements, Operational Level Agreements, and Key Performance Indicators.
- Troubleshooting: Diagnose and resolve technical issues via troubleshooting, following our procedures and guidelines.
- Knowledge Management: Contribute to the development and maintenance of our knowledge base by creating, reviewing, and updating knowledge articles.
- Team Collaboration: Participate in team meetings to focus on key activities and improvement, achieving weekly performance targets.
- Experience: At least 12 months of experience in a Helpdesk or customer service role, demonstrating advanced practice of customer service.
- Communication Skills: Intermediate communication skills, both written and face-to-face, with the ability to communicate technical concepts to non-technical clients.
- Technical Skills: Knowledge of call logging, escalation, and follow-up procedures, as well as hardware and software troubleshooting.
- ITIL Knowledge: Familiarity with ITIL best practice methodology.
We are an organization that values diversity, equity, and inclusion, and we strive to create an inclusive environment where our people can bring their full selves to work. We offer a range of benefits and opportunities for professional and personal growth, including tailored career paths, flexible work arrangements, and a commitment to diversity and inclusion.
