Service Desk Agent
Are you someone who likes a challenge in your working environment as well as the role you are carrying out? Can you prove team leadership and resource management skills? Do you want to shape your world and change the way the world works? Do you want to collaborate and achieve together with committed people to manage the operational relationship with our suppliers? This is your world and your opportunity to shape it for the better.
Shape your world
We are looking for a Service Desk Agent to ensure that service delivery is monitored effectively and that identified actions to maintain or improve levels of service are implemented. Your role will involve assisting the SLM Service Delivery Manager in developing and maintaining the core SLM capabilities.
The primary objective of the Service Control Centre is to ensure adherence to BP Incident handling within RG’s through positive reinforcement and monitoring, reducing the impact to contractual KPIs.
Follows and monitors established processes and recommends improvements to these as appropriate to resolve routine & complex customer inquiries.
Utilises and inputs into standardized Policies, Processes, and Procedures and ensures all documentation is up to date and valid within contractual requirements, including any account changes.
Prevents negative trends by raising, reacting, and managing performance and progress gaps.
Acts as a point of escalation and owns the management of the processes to resolution.
Escalates issues as necessary to deliver required service levels and meets or exceed customer expectations / SLA.
Utilising statistical reporting and analysis monitors performance across all RG’s. Basic to intermediate excel skills, and excellent communication skills required
Ensures process, procedures, and work instructions are adhered to by all relevant parties via Service Performance audits, providing regular feedback within the Service Ops environment.
Analyses and identifies areas of improvement to the service to ensure customer satisfaction
Shape your world and achieve together
We want the best people on our team, so we welcome and encourage applications from people with a diverse variety of experiences, backgrounds, and identities. The role may demand some travel and flexibility to meet clients and to drive performance, within a culture of respect for professional and private commitments. We are committed to equality of opportunity for all.
If you want to work alongside people with different ideas, in an inclusive business, that will welcome you and support you, come and co-create the future at Fujitsu.
Fujitsu has been recognized as a Disability Confident Leader by the Department of Work and Pensions. This is in recognition of our commitment to recruiting, retaining, and employing people with disabilities. As a Disability Confident Leader, we offer a guaranteed interview to all candidates with disabilities who meet the essential criteria for a role and are experienced at making reasonable adjustments to the recruitment process. Please let me know if you would like further information.