DSDS Service Desk Agent
Fujitsu
Heredia, Costa Rica
hace 4 días

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.
  • Additional Information Bonus Eligibility

  • Requisition ID : 20000240
  • Contact Information

  • Shift : Day Job
  • Posting Date : Feb 13, 2020
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