Service Desk Expert

**Primary Duties**: - Troubleshooting advanced technical issues. - Collaborating with Level 1 agents and other IT teams to resolve issues. - Documenting solutions to new problems for future reference. - Training Level 1 agents on new problem solutions. - Interact directly with end users to understand and solve their problems. **Key Accountabilities**: - Technical Capability. Works under supervision, supporting standard technical queries related to a single product/small set of products (e.g. Microsoft products, operating system, basic networking, PCs). - Business Awareness. Develops an understanding of customer’s environment and service delivery requirements to enable the delivery of a first-class service. - Process. Documents actions taken in resolving routine customer enquiries ensuring established processes/systems are followed. - Problem Solving. Takes ownership for listening to and understanding basic customer problems asking relevant questions to resolve typically known problems within required timescales. Knows when problems are ‘beyond them’ and escalates so they can be resolved. - Service Level. Escalates issues as necessary to deliver required service level and meet or exceed customer expectation/SLAs. Monitors performance through statistical reporting and analysis. - Team Working. Acts as a team player and is viewed by colleagues as a helpful and effective member of the team. - Personal Development Takes ownership of own development and has a development plan in place. **Key Performance Indicators**: - Feedback from customers, colleagues and team managers. - Meeting Productivity and efficiency target - Technical assessments - 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. **Skills & requirement**: - Min Degree in IT/Business or equivalent. - 3-5 years' relevant experience in service desk, technical support/helpdesk from ICT/BPO/Call Center or shared services environment. - Hands-on experience in Active directory, Microsoft OS, MS Exchange, ITIL know-how and Incident Management Process - Able to handle Level 2-3 support for IT issues. - Ability to converse in Mandarin to support China/HK regions. - Very good problem-solving skills. - A mentor/leader and a team-player at the same time. - Fun, proactive, and can-do attitude. - Fujitsu at a Glance _ - Fujitsu is a leading information and communication technology (ICT) company, headquartered in Japan, offering a full range of technology products, solutions, and services. Approximately 132,000 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. _ - We are a corporate culture that places great value on the pursuit of new possibilities previously unimagined and brings them to fruition. This has been the foundation of Fujitsu’s success since its inception. In an increasingly competitive world, in which the pace of change continues to accelerate, Fujitsu must strive for continuous innovation. Each and every employee will rise to the challenge of creating new value amid changes in the management environment, technology, society and the marketplace. With a spirit of challenge, we are committed to the continuous creation of new value. Fujitsu wants innovators like you- At Fujitsu, one of our corporate principles is "We respect human rights." This principle underpins all our corporate and individual activities and guides the actions of every Fujitsu Group member. We embrace diversity and equal opportunity. Qualified applicants will receive consideration for employment without regard to race, color, religion, gender identity or expression, sexual orientation, ethnic or national origin, citizenship, political belief, social condition, family, marital or civil status, genetics, disability, age, veteran status, or conviction of an offence that is unrelated to employment. By empowering people, we can unleash our collective strengths to create a better experience for our employees, our customers, and our partners _._