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Fujitsu
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Service Desk Agent

Service Desk Agent

Fujitsu

2 - 7 years

2 - 6 Lacs

pune

Posted:5 hours ago| Platform:

Apply

Skills Required

service desk incident management troubleshooting customer handling itil cleaning news editing customer service news reporting housekeeping housekeeping management news writing journalism editing end user content writing hospitality

Work Mode

Work from Office

Job Type

Full Time

Job Description

Work Experience:

Work Environment:

Role Overview:

Service Desk Agent

Key Responsibilities:

Provide support via
calls, chats, and emails
to end users.
Accurately identify and log issues as
Service Requests or Incidents
, and provide
Level 1 (L1)
resolution.
Escalate priority incidents to Subject Matter Experts (SMEs) as needed.
Maintain and update incident records throughout their lifecycle, ensuring timely progress updates and resolution.
Ensure incidents resolved at the Service Desk are marked as
First Time Fix
.
Close completed Incidents/Changes/Requests with appropriate documentation and closure codes.
Monitor and act on auto-generated incidents from alert systems, prioritizing and escalating as necessary.
Handle complex customer scenarios with professionalism and empathy, ensuring timely and dependable resolutions.
Provide technical assistance and status updates to users, maintaining high levels of customer satisfaction.
Follow standard Service Desk scripts and escalation procedures.
Initiate appropriate processes for
Change Requests (RFCs)
and
Service Requests (RfS)
.
Ensure accurate classification, documentation, and closure of all incidents.
Identify and initiate processes for
Major Incidents
and
Customer Complaints
.
Collaborate with resolver groups to ensure timely resolution and follow-up.
Maintain data integrity in the Incident Management tool, ensuring no duplicate records and accurate contact details.

Required Skills & Qualifications:

Fluency in English
both verbal and written, with strong email etiquette.
Excellent
customer handling
and
problem-solving
skills.
Ability to multitask and document issues effectively during live interactions.
Strong listening and comprehension abilities.
Prior experience in a customer-facing role, preferably in a service industry.

Preferred Skills:

Basic understanding of
ITIL processes
.
Familiarity with incident management tools and service desk operations.

Professional Attributes:

Strong analytical and troubleshooting skills.
High attention to detail and accuracy in documentation.
Ability to work independently and collaboratively in a team.
Commitment to delivering exceptional customer service.

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