Anúncio de emprego: Service Desk Expert with Swedish - Fujitsu, Lisboa:Fujitsu
Descrição do emprego:
Referência da oferta: Fujitsu Referência da oferta: Tempo Inteiro Referência da oferta: 24-12-2024 Zona Braga Referência da oferta: Call Center / Help Desk
Referência da oferta:
Fujitsu Technology Solutions, Lisbon
Fujitsu's Global Delivery Centers (GDCs) are a network of state-of-the-art technology hubs in key locations across the globe. GDCs employ highly-trained, highly-motivated people who deliver a wide variety of services from a 24-hour multilingual service desk to specialist app services or data center management.
We’re a dynamic mix of agents and architects, technicians, and problem solvers. We come from diverse backgrounds and speak many different languages. Yet we share a culture that brings us together.
Our Fujitsu GDCs are growing, and fast. We need ambitious people who will grow with us. People curious enough to innovate better ways of doing things. People adaptable to change yet dynamic enough to lead that change.
People like us.
Role Purpose:
To provide technical support to agents via floor walking activities and via acceptance of user interactions directly transferred to them by Service Desk Agents. Service Desk Experts provide responsive, professional and competent technical 2nd line support of incidents. They influence and improve the quality of knowledge articles as well as support training activities within the desk environment. Role holders may (but not always) have some team leading and supervisory duties.
Key Accountabilities:
• Technical Capability. Works within a team as an established systems/product specialist (e.g. detailed knowledge of the configuration of interlinked systems, implementing technical changes, building software regimes and contributing technically to service development) to support end users. • Process. Follows established processes, releasing to the change control process verified, validated and documented enhancements to eliminate problems and proactively develop the service. • Service Level. Recognizes opportunities to improve performance against Service Level. Acts as a point of escalation for agents to resolve service delivery issues. Monitors performance through statistical reporting and analysis. • Project Work. Works within the team or under guidance from the project manager with implementation of technical designs to meet service delivery requirements within own area of responsibility. • Customer Relationship. Establishes working relationships with customer’s organization to deliver and enhance the service. • Problem Solving. 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. Proactively analyzes, trends and reports on information (e.g. on performance service levels) in a timely manner to resolve problems, maintain and enhance service. • Team Working. Trains and coaches members of the team to provide knowledge, assistance and advice. Works in a problem solving team to resolve service issues. May have team leader responsibilities and duties. • Business Awareness. Understands the requirements of the customer’s business, the scope of the contract and knows how issues impact the delivery of service. Recognizes and reports opportunities to team manager and other relevant parties for additional business. • Professional Development. Maintains awareness of technical and service developments, taking the initiative to extend own knowledge to learn about products, technologies and techniques to deliver enhanced service.
Key Performance Indicators
• Feedback from Customers, Service Delivery Management, Team etc. • Technical Assessments (where applicable) • Proven track record of problem resolutions. • Evidence of sharing and re-use of knowledge. • Successful production of documentation. • Successful management and implementation of changes. • Improvement/ enhancements to service delivery. • Meets and improves service level requirements. • Successful management of escalations in a timely manner. • Meets project deadlines and costs within own area of responsibility. • Errors with workarounds or fixes provided in a timely manner. • Percentage of customer problems resolved within required timescales. • Improved first time/line fix. • Correct application of severity, impact and priority. • Up to date personal learning plan available. • English mandatory, Swedish mandatory
We offer: • Competitive salary and bonuses • Employment with the possibility of a permanent contract • Feee Life insurance and private health insurance extensive to family members and since the first day of employment • Training and international career progression plan upon hiring • Dynamic and enthusiastic work environment with colleagues from more than 60 countries • Work-life balance with flexible schedules available and 25 annual leave days • Several discounts available with our partners; • The chance to get involved in our Social Responsibility program and participate in several initiatives with focus on wellbeing, diversity and inclusion, environment and our community (medical services, Yoga lessons, fresh fruit, volunteering afternoons) • Great Facilities at Central locations well served by public transportation, bicycle access and services • If you are moving to Portugal we also offer the support of our Welcome Buddy to help you settle in.
For Applications send us your updated CV in English to *** Candidatura Online ***
