Service Desk Expert

1 month ago


Pune, Maharashtra, India Fujitsu Full time
Job Title: Service Desk Expert

Fujitsu is seeking a highly skilled Service Desk Expert to join our team. As a Service Desk Expert, you will be responsible for providing technical support to our clients, analyzing and resolving technical problems, and acting as a technical resource for Level 1 staff.

Key Responsibilities:

  • Analyze and resolve technical problems for School Districts
  • Act as technical resource for L1 staff in troubleshooting, diagnosing and resolving incidents for all aspects of the SIS application problems via telephone
  • Be the Primary Point of Contact for Customer Level 1 support
  • Manage tickets and customer expectations to meet operational SLAs
  • Provide SIS guidance to School District clients
  • Work with Agile feature teams to resolve SIS related problems
  • Maintain confidentiality with regard to the information being processed, stored or accessed by the School Districts
  • Document problems and resolutions for future reference using Service Desk tools including ASP
  • Create and update standard operating procedures, FAQ, Troubleshooting and Knowledge Base Articles for internal and external users
  • Analyze and resolve technical problems for established networks based on knowledge base
  • Use of network analysis tools to troubleshoot problems

Requirements:

  • 3-4 years experience in service desk environment
  • 1 year Level 2 service desk support (within a MPLS network environment preferred)
  • Ability to communicate effectively with School District clients and the service providers
  • ITIL Certification, or experience with ITIL and ITIL based ticketing systems
  • Familiarity with the following tools or equivalent would be an asset: ServiceNow, Aspen, Word Press
  • Strong initiation skills
  • Troubleshooting skills
  • Strong interpersonal skills are highly desirable
  • Ability to deal with difficult clients
  • Self-starter Independent learner
  • Good written and oral communication
  • Aspen exposure an asset
  • Knowledge of Agile development

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