Set the Scene
We are seeking a motivated and skilled Service Desk Expert to join our IT Service Desk team. As a key member of the team, you will be responsible for providing exceptional technical support to our users, resolving application-related issues, and ensuring seamless IT service delivery. This role requires a strong problem-solving mindset, excellent communication skills, and a passion for customer satisfaction. They will be responsible for incoming issues and service requests, categorizing and managing their workload. This role is Monday-Friday, with core hours of 9:00-17:30. There may be a requirement to work the occasional weekend.
Core Skills
- Process orientated
- Excellent communicator both verbally and written
- Comfortable with working towards SLAs and KPIs
- Establishes working relationships with customers to deliver and enhance the service.
- 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.
- Understands the requirements of the customer’s business, and the scope of the contract and knows how issues impact the delivery of service.
- Maintains awareness of technical and service developments, taking the initiative to extend own knowledge to learn about products, technologies, and techniques to deliver an enhanced service.
- Strong attention to detail
Desirables
- Familiarity with ITIL practices and concepts.
- Basic knowledge of SQL and fundamental database concepts.
- Proficiency in using IT service management tools and ticketing systems.
- BTEC national diploma in IT (or equivalent experience)
We are a Disability Confident Employer and will offer an interview to disabled applicants who meet the minimum/essential criteria for the role. Email EMEIArecruitment@fujitsu.com if you would like to apply through the Disability Confident Interview Scheme.
Achieve together
We are recognised as a responsible and inclusive employer: Not only are we a certified Disability Confident Leader, a Times Top 50 employer for Gender Equality, a Top 75 employer for Social Mobility, accredited with the Living Wage Foundation and a signatory for the Race at Work Charter, but we are also committed to the United Nations standards for LGBTI+ and a Stonewall Top 100 Employer.
We are people centric: Our work environments enable you to Be Completely You. Our active people-led Inclusive Community networks are representative of all aspects of diversity and are instrumental in enabling and supporting our innovative approach to inclusion.
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