At a Glance
- Tasks: Provide first-class customer service and solve IT issues for our clients.
- Company: Join Fujitsu, a diverse and inclusive tech company with strong values.
- Benefits: Flexible working hours, supportive environment, and opportunities for growth.
- Other info: Dynamic team atmosphere with a focus on collaboration and innovation.
- Why this job: Kickstart your IT career while making a real difference in digital transformation.
- Qualifications: GCSE or equivalent, excellent customer service, and problem-solving skills.
The predicted salary is between 30000 - 42000 £ per year.
Job Summary
We are looking for IT Service Desk Agent to join our team responsible for providing first-line technical support to our customers via phone call, email and web chat.
This role involves troubleshooting hardware and software issues, resolving IT service requests, and ensuring timely resolution of incidents keeping to agreed SLA's and KPI's, while delivering excellent customer service.
Key Responsibilities
- Provide first-level technical support via phone, email, chat, or ticketing systems.
- Log, categorize, and prioritize incidents and service requests on a IT Service Management system.
- Diagnose and troubleshoot IT related issues.
- Resolve common IT issues related to Windows, Office 365 and user accounts.
- Escalate issues to second or third-line support teams.
- Manage user account administration including password resets and access permissions.
- Assist in maintenance of documentation for incidents, solutions, and procedures.
- Follow service desk processes and ensure SLA compliance.
- Monitor recurring issues and contribute to problem management.
Required Skills
- Good knowledge of Windows, Microsoft Office, and general IT.
- Strong troubleshooting and analytical skills.
- Excellent communication and customer service skills.
- Ability to work under pressure and manage multiple support tickets.
Working Conditions
- Our Service Desk operates between 8am to 6pm, Monday to Friday.
Must be willing and eligible to undertake Security Clearance
Your benefits:
- 26 Days annual leave plus public holidays (3 flexible)
- Pension – Double matching contributions of up to 10%
- Life assurance
- Companywide incentive plans
- Your choices (Flexible benefits such as increased holidays/ travel/ dental critical illness and more)
- Perks at work – employee discounts
- Employee assistance programme/ virtual GP
We are a Disability Confident Employer and will offer an interview to disabled applicants who meet the minimum/essential criteria for the role.
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Service Desk Agent employer: Fujitsu
Fujitsu is an exceptional employer, offering a dynamic work environment in Stevenage where innovation meets inclusivity. With a strong commitment to employee growth, you will have the opportunity to lead a team of WINTEL engineers while benefiting from generous annual leave, flexible working options, and a culture that prioritises diversity and well-being. Join us to make a meaningful impact in the digital transformation landscape while being part of a company recognised for its responsible practices and dedication to sustainability.
We think you need these skills to ace Service Desk Agent
Some tips for your application 🫡
Show Off Your Customer Service Skills:Make sure to highlight your customer service experience in your application. We want to see how you've helped others and solved problems in the past, so share specific examples that showcase your skills!
Be Clear and Concise:When writing your application, keep it clear and to the point. We appreciate attention to detail, so make sure your spelling and grammar are spot on. A well-structured application shows us you can communicate effectively!
Tailor Your Application:Don’t just send a generic application! Take the time to tailor your responses to the job description. We’re looking for candidates who understand the role of a Service Desk Agent and can demonstrate their enthusiasm for IT and problem-solving.
Apply Through Our Website:We encourage you to apply through our website for the best chance of success. It’s super easy, and you’ll be able to find all the information you need about the role and our company. Let’s get started on this journey together!
How to prepare for a job interview at Fujitsu
✨Know Your Customer Service Basics
Brush up on your customer service skills before the interview. Be ready to discuss how you would handle different customer scenarios, especially tricky ones. Think about examples from your past experiences where you provided excellent service or resolved issues effectively.
✨Show Off Your Problem-Solving Skills
Prepare to demonstrate your problem-solving abilities. You might be asked to walk through how you would diagnose a common IT issue. Practise explaining your thought process clearly and logically, as this will show your potential employer that you can think on your feet.
✨Familiarise Yourself with the Company
Do some research on Fujitsu and their values. Understanding their commitment to diversity and inclusion can help you align your answers with their culture. Mentioning specific initiatives or values during your interview can really impress them and show that you’re genuinely interested.
✨Prepare for Shift Work Questions
Since this role involves shift work, be ready to discuss your availability and how you feel about working nights and weekends. It’s important to show that you’re flexible and can adapt to the demands of the job, so think about how you’ll manage your time effectively.
