Taguig Japanese Bilingual Service Desk Agent

Job description

At Fujitsu, our purpose is to make the world more sustainable by building trust in society through innovation. Founded in Japan in 1935, Fujitsu has been a pioneer in technology and innovation for decades. Today, as a world-leading digital transformation partner, we are committed to transforming business and society in the digital age. With approximately 130,000 employees across over 50 countries, Fujitsu offers a broad range of products, services, and solutions. We collaborate with our customers to co-create solutions that drive enterprise-wide digitalization while actively working to address social issues and contribute to the United Nations Sustainable Development Goals (SDGs). Japanese Bilingual Service Desk Agent(N2) Role Purpose "To provide a single point of contact for users, dealing with the management of both routine and non-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. Develops an understanding of customer’s environment and service delivery requirements to enable the delivery of a first class service. • Process. Documents actions 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. Key Performance Indicators "• Feedback from customers, colleagues and team managers." • Technical assessments if applicable • Evidence of sharing and re-use of knowledge. • Correct management of processes followed to deliver the service. • Percentage of customer problems resolved within required timescales. • Meeting service level requirements. Skills and Experience With good English and Japanese communication skills both written and verbal "MS Office apps (Word, Excel, Powerpoint)" With Good work attitude and ethics Relocation Supported: No Visa Sponsorship Approved: No At Fujitsu, we are committed to an inclusive recruitment process that values the diverse backgrounds and experiences of all applicants. We believe that hiring people from a wide variety of backgrounds makes us stronger, not because it's the right thing to do, but because it allows us to draw on a wider range of perspectives and life experiences. Copyright 1995 - 2024 Fujitsu Cookie Consent Manager When you visit any website, it may store or retrieve information on your browser, mostly in the form of cookies. Because we respect your right to privacy, you can choose not to allow some types of cookies. However, blocking some types of cookies may impact your experience of the site and the services we are able to offer. Required Cookies These cookies are required to use this website and can't be turned off. Required Cookies Required Cookies Provider Description Enabled SAP as service provider We use the following session cookies, which are all required to enable the website to function: "route" is used for session stickiness "careerSiteCompanyId" is used to send the request to the correct data center "JSESSIONID" is placed on the visitor's device during the session so the server can identify the visitor "Load balancer cookie" (actual cookie name may vary) prevents a visitor from bouncing from one instance to another Cookies from provider SAPasserviceprovider are required and cannot be turned off Functional Cookies These cookies provide a better customer experience on this site, such as by remembering your login details, optimizing video performance, or providing us with information about how our site is used. You may freely choose to accept or decline these cookies at any time. Note that certain functionalities that these third-parties make available may be impacted if you do not accept these cookies. Consent to all Functional Cookies Functional Cookies Provider Description Enabled YouTube YouTube is a video-sharing service where users can create their own profile, upload videos, watch, like, and comment on videos. Opting out of YouTube cookies will disable your ability to watch or interact with YouTube videos. Cookie Policy Privacy Policy Terms and Conditions Consent to cookies from provider YouTube