Analytics are greyed out due to low classification confidence (34.0%).
Occupation Type
Assemblers (electrical and electronic products)
Occupation Code Skill LevelIneligible
Sponsorship EligibilityIneligible for Sponsorship
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Description
Job Description
Location: Based in Central London (100% Onsite)
This role will be working on a 24/7 shift rota (12 hour shifts 7am - 7pm & 7pm - 7am)
Candidates will need to be willing and eligible to go through high level UK Government Security Clearance.
Are you reliable and keen to learn, can you work well in a team? Do you want to make an impact and change the way the world works? Do you want to collaborate and achieve together with committed people to help support our secure system and user community. This is your world and your opportunity to transform it for the better.
Role Purpose
The role holder is self-sufficient when resolving routine problems or enquiries across several products, product sets and systems or technologies for multiple stakeholders. The role holder is competent when working under pressure and has a degree of autonomy when dealing with unexpected problems, more complex escalations and helping to maintain the availability of the IT services delivered to end users. The role holder also delivers low to medium complexity work packages as part of customer implementation projects.
Your role
We are looking for a 1st Line OSM Contact Centre Agent to provide Service Desk Support, joining our OSM Service Team of 1st and 2nd Line engineers. Your role will involve assisting high profile user community, with daily contact with customers and stake holders, via incident logging applications.
Key Accountabilities
Technical Capability. Works within a team with some supervision supporting end users with technical queries relating to several products / systems (e.g. Microsoft products, operating systems, networks, applications, PCS).
Business Awareness. Develops an understanding of the customers’ environment and service delivery requirements to enable the delivery of the service.
Process. Follows established processes / systems and recommends improvements to these as appropriate to resolve routine customer enquiries. Documents actions taken to resolve enquiries.
Problem Solving. Takes ownership for listening to and understanding the customer’s problem. Escalates and/or gains support where necessary to resolve the problem. Uses relevant information to diagnose and to resolve or enable resolution in a timely manner.
Service Level. Escalates issues as necessary to deliver required service level and meet or exceed customer expectations / SLA. Monitors performance through statistical reporting and analysis.
Team Working. Acts as a team player being viewed by colleagues as an effective and helpful member of the team, demonstrating personal leadership and initiative.
Professional Development. Takes responsibility for learning about current products / systems to build own technical knowledge to support business requirements.
Key Performance Indicators
Technical Assessments.
Evidence of sharing and re-use of knowledge.
Correct management of processes followed to deliver service.
Improvement / enhancements to service delivery.
Known errors with workarounds or fixes loaded in knowledge database.
Percentage of customer problems resolved within required timescales.
Meets service level requirements.
Feedback from colleagues, manager and customers
Contribution to service improvements.
Up to date personal learning plan.
Your Experience
The following skills would also be desirable:
Core Windows Server Technology including in depth knowledge of at least 3 of the following:
Windows updates via WSUS
Understanding of GPO and Active Directory
DNS
Active Directory
User Account Management
DFS
Analysis of Windows Log Files
Veritas NetBackup, backup scheduling and media management
WIN Server 2012/2019
WIN11 VDI’s
Horizon Brokers
Veeam
HCI Solution
IDAM
Oracle\SQL
WIN7 Workstations.
Exchange 2013 on Windows 2008 Server
VMWare and Knowledge of Server infrastructure, VMware Technologies
Open VMS
Achieve together
We are Fujitsu. A Japanese company with a strong set of values and a history of respecting fairness and equality, whilst promoting diversity and inclusion. We constantly push ourselves to do more and strive to bring together a diverse mix of perspectives and talents in an inclusive environment, where we encourage our people to bring their full self to work. We call this Be Completely You.
We are inclusive. As a responsible business, it is important to us that we reflect the diversity of our society and customers. Not only are we a Disability Confident company, a Times Top 50 employer for Women and a signatory for the Race at Work Charter, we are also committed to the United Nations standards for LGBT+.
We are people centric. This means we care about our people (and their families) and appreciate that everyone has a life outside of work. By supporting our people t
o Work Your Way, we empower them to achieve a flexible and respectful approach to work which suits them and our customers best - this could be working hours, location, or a flexible approach to their working day.
We want you to thrive. If working for a progressive organization, with a continuing commitment to diversity and inclusion is important, you should apply.
Fujitsu has been recognized as a Disability Confident Leader by the Department of Work and Pensions. This is in recognition of our commitment to recruiting, retaining and employing people with disabilities. As a Disability Confident Leader, we offer a guaranteed interview to all candidates with disabilities who meet the essential criteria for a role, and are experienced at making reasonable adjustments to the recruitment process. Please let me know if you would like further information.
#DNS
About The Team
Achieve together
We are Fujitsu. A Japanese company with a strong set of values and a history of respecting fairness and equality, whilst promoting diversity and inclusion. We constantly push ourselves to do more and strive to bring together a diverse mix of perspectives and talents in an inclusive environment, where we encourage our people to bring their full self to work. We call this Be Completely You.
We are inclusive. As a responsible business, it is important to us that we reflect the diversity of our society and custo
mers. Not only are we a certified Disability Confident Leader, a Times Top 50 employer for Women, a Top 75 employer for Social Mobility, accredited with the Living Wage Foundation and a signatory for the Race at Work Charter, but we are also committed to the United Nations standards for LGBT+ and a Stonewall Top 100 Employer.
We are people centric. This means we care about our people (and their families) and appreciate that everyone has a life outside of work. By supporting our people to Work Your Way, we empower them to achieve a flexible and respectful approach to work which suits them and our customers best - this could be working hours, location, or a flexible approach to their working day.
We want you to thrive. If working for a progressive organization, with an active people-led Inclusive Community, demonstrating our commitment to diversity, equity and inclusion and equity, you belong at Fujitsu.
Fujitsu employs over 7,000 people in the UK, who are passionate about delivering excellent service to our customers every day. Not only this, but our people live and breathe our global purpose to make the world more sustainable by building trust in society through innovation - that's about seeing the value technology can create for customers today and in the future - and making it real.
Fujitsu has been a key player in the UK’s ICT landscape over the last five decades, and you might not realize it, but we provide the technology that underpins
many of the services UK citizens and consumers use every day.
Whether it’s banks, retailers, manufacturers, energy companies or the government, we’re proud to deliver the behind-the-scenes technology that you use every day; keeping many of the critical systems going that help people manage their finances, shop in-store or online, consume energy or use government services.
