Service Desk Agent with French, Spanish & English Lisboa

Overview

At Fujitsu, we are driven by our purpose to make the world more sustainable by building trust in society through innovation. We have been a pioneer in technology and innovation for over 80 years, and we are committed to using our expertise to help businesses and organizations transform for the digital age. We believe that digital transformation is essential to creating a more sustainable future. We are committed to contributing to the United Nations Sustainable Development Goals (SDGs) and to creating a diverse and inclusive workplace. We invite you to join our global family of 130, 000 employees spanning more than 50 countries.

Together, we can create a more sustainable future for all.

Role Purpose

To provide a single point of contact for users, dealing with the management of both routine and
- routine incidents, problems and requests. Provision of 1st line support for incidents.

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: Develop an understanding of the customer’s environment and service delivery requirements to enable the delivery of a
  - class service.
• Process: Documents 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.

Qualifications

• Feedback from customers, colleagues and team managers.
• Technical assessments if applicable
• Evidence of sharing and
  - use of knowledge.
• Correct management of processes followed to deliver the service.
• Percentage of customer problems resolved within required timescales.
• Meeting service level requirements.

Diversity and Inclusion

At Fujitsu, we are committed to creating a diverse and inclusive workplace where everyone feels valued and respected. We promote diversity, equal opportunity and inclusion. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, disability, marital status, sexual orientation, gender identity or expression, genetic information, veteran status, or any other characteristic protected by applicable law.

We believe that everyone has something to contribute, and we are committed to creating a workplace where everyone can reach their full potential.

Benefits

• Competitive salary
• Remote work
• Employment directly with Fujitsu with permanent contract
• Work life balance and 25 annual leave days
• Life insurance and Private health insurance extensive to children for free and since first day of employment
• International career in a dynamic and enthusiastic environment
• Training and internal career progression plan upon hiring
• Several discounts available with our partners
• The chance to get involved in our Social Responsibility program and participate in several initiatives with focus on
  - being, diversity and inclusion, environment and our community
• . . . And much more