Service Desk Expert

• To provide technical support to agents via floor walking activities and via acceptance of user interactions directly transferred to them by Service Desk Agents.
• Service Desk Experts provide responsive, professional and competent technical 2nd line support of incidents.
• They influence and improve the quality of knowledge articles as well as support training activities within the desk environment.
• Role holders may (but not always) have some team leading and supervisory duties.

Must Have Skills:

• Strong ITIL Knowledge, User Recovery Skills, Reports SLA and Metrics Management
• Good To Have Skills: Service Desk Setup / Transition experience. Proficient in handling customer queries across EMEA.
• Professional Attributes: Excellent Technical, Process, Governance, Reports and Analysis Knowledge
• Preferred Technical and Professional Expertise: Works within a team as an established systems/product specialist (e.g. Knowledge on O365, MS OFFICE Suite, Active Directory, Hardware and Software related troubleshooting skills.) to support end users.
• Service Level Management, Diploma or Bachelor Degree , ITIL Foundation Certificate in Service Management Core Skills Competencies, Microsoft Windows support experience. \
• Microsoft Office support and skilled user experience Trains and coaches members of the team to provide knowledge, assistance and advice.
• Works in a problem solving team to resolve service issues.
• May have team leader responsibilities and duties. Maintains awareness of technical and service developments, taking the initiative to extend own knowledge to learn about products, technologies and techniques to deliver enhanced service.
• Should have reporting knowledge of SD Proces, Familiar with QPI/KPI and Performance
• Good written and oral communication skills in English and other languages (as appropriate)
• Good Interpersonal and coaching skills, Ability to deploy teaching techniquesLogical and analytical approach, Completer/Finisher, Excellent problem solving, Drive and determination, Initiatives ,Flexible approach and works well under pressure , Time management , Team Working team player ,Business awareness.

Responsibilities:

• Ownership of technical issues through to conclusionGood command over English
• Assists both Service Desk Agents and Service Desk Trainees in the management of any issues through to conclusion
• Works with the team in dealing with major incidents, owning, escalating and following through to conclusion
• Monitors and analyse performance of Service Desk Agents handling live incoming calls and provides call coaching advice and guidance to Agents to improve the quality of the service delivered to the Customer Ensures Service Desk infrastructure has the correct level of functionality and is operational
• Supports contact and follow up for Resolver groups to progress Incident, Problem and Change chases initiated by Service Desk AgentsTeam Working Proactively assists other team members to achieve team objectives and targets, may run short training sessions for Service Desk Agents
• Supports discovery and documentation activities for the Service DeskData Handling Ensures correct deployment of escalation route for all operational & technical calls within Fujitsu and external resolving groups
• Ensures Knowledge base is maintained Reviews and filters all staff suggestions regarding any improvements to any aspect of the service and escalate to appropriate contact point
• Able to deal communicate complex technical instructions clearly and simplyAble to resolve difficult technical problems taking into account a range of factors.
• Understands all scenarios detailed in current Business Continuity Plan documentation and have the ability to invoke when necessary.
• Makes recommendations and updates to all operational procedures Requires less (or no) supervision and is more able to deal with non-routine situations.
• Deals with escalations from Service Desk Agents and takes ownership of more difficult problemsTypically supports 1 customer/desk Could be internal and/or external customer Typical career path will be to Service Desk Team Manager or ITIL Process Manager Support the resolution of incidents to agreed service levels Assess and improve the skills and knowledge of Service Desk Agents Support assessing and implementing new service components.
• To act as point of support in dispute or uncertainty over appropriate resolver group for an incident.
• To ensure the Incident Management process, procedures and work instructions are adhered to by all relevant parties.
• For Process Controller : The main responsibility is Quality and Governance.