Service Desk Agent

Fujitsu

1 - 2 years

2 - 6 Lacs

chennai

Posted:9 hours ago| Platform:

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Skills Required

itil framework change management incident management customer handling itil cleaning news editing housekeeping news reporting housekeeping management news writing mac journalism editing end user service desk hospitality hotel management

Work Mode

Work from Office

Job Type

Full Time

Job Description

Must-Have Skills

Strong customer handling skills
Excellent communication skills (fluency in English is mandatory)
Experience and knowledge of Windows systems and operating issues

Good-to-Have Skills

Familiarity with ITIL framework
Experience and knowledge of Mac systems and operating issues

Professional Attributes

Excellent verbal and written communication skills, including proper email etiquette
Strong problem-solving and analytical abilities
High level of customer service orientation

Preferred Technical and Professional Expertise

Exceptional verbal communication and listening skills
Proven experience in front-line service roles, especially with high-value or critical customers
Ability to document important call details efficiently

Key Responsibilities

Provide support via
Call / Chat / Email
to end users
Identify issues and create
Service Requests or Incidents
, providing L1 resolution
Escalate priority incidents to Subject Matter Experts (SMEs) as needed
Maintain and update incident records throughout their lifecycle
Ensure incidents resolved at the Service Desk are marked as
First Time Fix
Close completed Incidents/Changes/Service Requests appropriately
Track and contribute to knowledge base usage and improvement
Handle complex customer scenarios and provide timely resolutions
Anticipate customer needs and address concerns proactively
Offer direct technical assistance via phone, email, and chat
Act as a single point of contact for users of the service
Ensure high levels of customer satisfaction
Follow standard Service Desk scripts during user interactions
Implement contingency plans when Service Desk tools are unavailable
Provide status updates to users and ensure incident records reflect current progress
Identify and manage non-incident requests appropriately:
- Initiate
  Change Management
  for RFCs
- Initiate
  Standard Change / Service Request
  process for RfS
Monitor auto-generated incidents and prioritize accordingly
Liaise with resolver groups to progress incidents, problems, and changes
Review resolution details and ensure proper incident closure
Confirm closure with users, following the
3 strikes and out
policy
Ensure accurate classification and documentation of incidents
Prevent duplicate incident records for the same issue
Capture detailed descriptions and apply correct classification codes
Initiate
Major Incident
or
Recovery Call
processes when applicable
Record and assign Incidents/Changes/Service Requests using the Incident Management tool
Escalate and progress incidents as required, keeping users informed.

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