Fujitsu is the leading Japanese information and communication technology (ICT) company, offering a full range of technology products, solutions and services. We use our experience and the power of ICT to shape the future of the global society together with our customers.
Fujitsu provides newest technologies and products for informatics and communication to clients in more than 100 countries. Using our many years of experience and innovation potential, we are committed to digital co-creation together with our customers. Fujitsu provides unique digital services that are designed to leverage connectivity and data-driven intelligence in order to empower people by delivering a truly human-centric value.
We are looking for
Miejsce pracy: Katowice
The role holder works under limited supervision, performing routine activities and taking on non-routine activities. The role holder understands the importance of meeting Service Level Agreements and is focused on meeting customer expectations. The role holder will resolve escalations from other team members and will have a good knowledge of their working area, processes and required technical skills.
Key Accountabilities
- Technical Capability. Fully able to support routine technical queries related to a single product/small set of products (e.g. Microsoft products, operating system, basic networking, PCs) and able to support less experienced team members
- 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 customer problems asking relevant questions to resolve typically known problems within required timescales. Knows when problems need to be further escalated to ensure satisfactory resolution.
- Service Level. Escalates issues as necessary to deliver required service level and meet or exceed customer expectations/Service Level Agreements. Monitors performance through statistical reporting and analysis.
- Team Working. Is a key team member, taking on escalations and supporting less experienced people in the team.
Key Performance Indicators
- Feedback from customers, colleagues and team managers.
- Technical Assessments.
- 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.
HUMAN-CENTRIC ENVIRONMENT
- Friendly atmosphere in the air that you will miss on your day off.
- You are treated with respect, as a person and not only as an employee.
- Work-life balance
- Appreciation of your work, awards program.
- Diverse and international working environment.
- Employment stability.
EMPOWERMENT
- We develop our unique know-how.
- Employees can have an impact on the services provided to clients.
- Openness to dialogue.
WORLDWIDE IT SOLUTIONS
- Access to innovative technologies with which we work on a daily basis.
- Industry-leading solutions, systems and programs.
- Innovative labs.
CAREER CHOICE AND OPPORTUNITIES
- Wide range of trainings, courses, conferences.
- Opportunities for professional growth and promotions.
- Development opportunities in all directions.
Key Accountabilities
- Technical Capability. Fully able to support routine technical queries related to a single product/small set of products (e.g. Microsoft products, operating system, basic networking, PCs) and able to support less experienced team members
- 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 customer problems asking relevant questions to resolve typically known problems within required timescales. Knows when problems need to be further escalated to ensure satisfactory resolution.
- Service Level. Escalates issues as necessary to deliver required service level and meet or exceed customer expectations/Service Level Agreements. Monitors performance through statistical reporting and analysis.
- Team Working. Is a key team member, taking on escalations and supporting less experienced people in the team.
Key Performance Indicators
- Feedback from customers, colleagues and team managers.
- Technical Assessments.
- 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.
HUMAN-CENTRIC ENVIRONMENT
- Friendly atmosphere in the air that you will miss on your day off.
- You are treated with respect, as a person and not only as an employee.
- Work-life balance
- Appreciation of your work, awards program.
- Diverse and international working environment.
- Employment stability.
EMPOWERMENT
- We develop our unique know-how.
- Employees can have an impact on the services provided to clients.
- Openness to dialogue.
WORLDWIDE IT SOLUTIONS
- Access to innovative technologies with which we work on a daily basis.
- Industry-leading solutions, systems and programs.
- Innovative labs.
CAREER CHOICE AND OPPORTUNITIES
- Wide range of trainings, courses, conferences.
- Opportunities for professional growth and promotions.
- Development opportunities in all directions.