Job Description

We use cookies to offer you the best possible website experience. Your cookie preferences will be stored in your browser's local storage. This includes cookies necessary for the website's operation. Additionally, you can freely decide and change any time whether you accept cookies or choose to opt out of cookies to improve website's performance, as well as cookies used to display content tailored to your interests. Your experience of the site and the services we are able to offer may be impacted if you do not accept all cookies. Modify Cookie Preferences
Accept All Cookies
Press Tab to Move to Skip to Content Link
Search Jobs

Service Desk Agent
Job Location: Chennai
Location Flexibility: Primary Location Only
Req Id: 2852
Posting Start Date: 10/8/25
At Fujitsu, we've been driven to create a sustainable world through innovation since 1935. Today, we lead in digital transformation globally with our 130,000 employees across 50+ countries. We empower our diverse community to achieve greatness through career development and opportunities. Explore our internal positions and join us in shaping a brighter future. Thank you for being a part of Fujitsu. We look forward to growing together toward a brighter future.
Project Role : Service Desk Agent
Project Role Description: Understand and capture customers issues, document it, adhere to Process and quality standards with good customer handling skills.
FRF Level : FJ08
Work Experience : 1 to 2 years
Work location : Chennai
Work Mode: Work from office, 24*7 Shift
Must Have Skills : Customer Handling Skills & Good communication skills (Fluency in English is a must) ,Experience and Knowledge on windows Systems, operating issues
Good To Have Skills : ITIL Knowledge
Professional Attributes: Excellent verbal and written communication skills with email etiquette - Good problem solving and analytical skills - Excellent customer service skills
Job Requirements :
Preferred Technical and Professional Expertise

• Exceptional verbal and communication skills
• Unparalleled Listening and Comprehension capabilities
• Proven service industry front line experience with handling high value/critical customers
• Ability to keyboard to capture important details on a call for documentation

Responsibilities:

• Should be handling Call / Chat / Email Support to end users
• Identifies issues create Service Request or Incident based on the issue type, and provide L1 resolution, on call
• Should flag any priority incidents immediately to the SME
• Ensures Incident records are kept up to date throughout the life of the Incident, additional information is documented as it becomes available, and progress updates/user chases and other actions are taken towards resolution
• Ensures that Incidents which are resolved without leaving the Service Desk are flagged as being a 'First Time Fix'
• Receives successfully completed Incidents/Changes/Service Requests and closes the record accordingly
• Executes required tracking of knowledge base usage and opportunities (voting and rating as required) as well as Sense and Respond activities/actions
• Handle complex customer scenarios, documenting solutions, and effectively providing dependable and timely resolution to all product related technical issues experienced by customers
• Anticipate customer needs and effectively addressing concerns related to their issue or resolution
• Provide direct technical assistance to customers via phone, email, and chat.
• Provides a single point of contact for all users of the service
• Ensures that a continuously high level of customer satisfaction is achieved
• Receives calls at the Service Desk and undertakes dialogue with the user, ensuring standard Service Desk scripts are followed, with good command over English
• Ensures that contingency plans are understood and followed in the event that the Service Desk tool is unavailable
• Provides users with status reports on existing Incidents, ensuring the Incident record is updated accordingly
• Identifies new requests that are not Incidents and manage them appropriately
• If the request is a Change Request (RFC), initiate the Change Management process
• If the request is a Service Request(RfS), initiate the Standard Change / Service Request process
• Monitors auto-generated incidents from event / alert monitoring, ensuring that they are correctly prioritised and action taken accordingly
• Contacts Resolver groups to progress Incident, Problem and Change chases initiated by the user
• Reviews resolution details and take responsibility for closure of all Incidents
• Contacts the user for agreement to close, ensuring the '3 strikes and out' policy is employed
• Checks the Incident classification and reset as necessary
• Enters Incident closure details, and mark the Incident as closed, ensuring appropriate closure codes are used
• Raises Incidents to address unsuccessful Service Requests
• Understands and operates escalation procedures - escalates and progresses incidents as required whilst keeping the user informed
• Records Incidents/Changes/Service Requests within the Incident Management tool and assigns to the appropriate Resolver
• Ensures new Incident records are opened for all 'legitimate' Incidents
• Ensures that users do not have multiple Incident records open for the same issue
• Ensures correct contact details are recorded on all Incidents
• Captures accurate descriptions of all new Incidents/Changes/Service Requests, classifies them correctly and applies the appropriate classification codes
• Identifies Incidents that require management through additional processes
• If the Incident is a Major Incident, set the MI flag and initiate the MI process
• If the Incident is a complaint, initiate recovery call.
• Experience and Knowledge on MAC Systems, operating issues

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
x
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.
Show More Details
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

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.
Show More Details
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.

Skills Required