If you are interested or have any question please contact and send you CV to: [email protected].

Shape your world and build trust in society!

Our purpose is to make the world more sustainable by building trust in society through innovation. This is our way of working and our vision for the future.

To do this, we need more people who share our vision for the future. People who recognize the vital role technology plays in making the world a better place. People who can shape the way the world lives and works. People like you.

Technology has the power to change the world. It has accelerated our knowledge, opened our eyes to new possibilities and transformed everything we do. But it’s the collaboration of technology and people that can change the world, for good.

So if you want to work with teams who achieve together, and with technology that is shaping the way the world learns, travels, buys, lives and works, come and shape your world at Fujitsu.

We are a dynamic mix of agents and architects, technicians, and problem solvers. We come from diverse backgrounds and speak many different languages. Yet we share a culture that brings us together. Our Fujitsu GDCs are growing and fast and we need ambitious people who will grow with us.



Come and work with us!

We are looking for candidates passionate about technology and innovation, customer oriented, with the ability to multi-task and with great organizational, communication and interpersonal skills.

Join a multicultural, dynamic and enthusiastic team of over 1900 colleagues from all over the world!



Role Purpose

The role holder will be a key player in the operation of the uCEC and also act as a single point of contact (SPOC) to handle daily business matters - both routine and non-routine, supporting the Customers of uSCALE (PPU & DDS) and providing a best in class service, ensuring excellent Customer experience. Internally also supporting and providing feedback to the Service Delivery Managers in various areas.



Key Accountabilities

uSCALE Customer support: handle BAU support of uSCALE Customers (both Pay-Per-Use and Data Driven Services).
Monitoring Activities: various monitoring activities are to be performed by the role holder which include: proactive monitoring to prevent incidents, reactive alert handling to prevent incidents, event management (where applicable), asset and equipment tracking, equipment lifecycle control, remote audit and validation of the Customers’ reported usage of the uSCALE service on a monthly basis (unless otherwise agreed) which includes utilization tracking & monitoring and Customer consumption tracking – for billing purposes.
Service Reporting: responsible for the reporting pack preparation which is provided to the Service Delivery Manager(s) and to other key members about utilization, equipment on premises, alerts, incidents, requests, cases prevented and about other agreed metrics.
Process and Procedure control: oversees and assures on a day-to-day basis the compliance with the existing processes and procedures, monitors their effectiveness and addresses any gaps or improvement opportunities to the proper channels.
Ticket ownership: end-to-end ownership of the cases/tickets within the delivery, coordination with other groups and entities witing delivery. This includes but not exclusive to incidents, major incidents and requests.
Break & Fix control: especial focus on the asset and CMDB related updates for all equipment.
Advice & Guidance: manage Customer questions or queries (billing, utilization, equipment onsite) and redirect those to the appropriate channels, provide in general advice & guidance to Customers.
Customer on-boarding / off-boarding: participate with the Service Delivery Manager and other supporting functions in the activities of on-boarding and off-boarding of Customers to meet service delivery requirements within own area of responsibility.
Audits: participation in audits – equipment checks, asset management checks, usage verification.
Team working: trains and coaches members of the team to provide knowledge, assistance and advice. Works with a problem-solving mindset within a team to resolve service issues.
Addressing service issues and gaps: track and review of all services issues, gaps and associated risk - addressing these to the appropriate channels with proposed counteractions.




Key Performance Indicators

Meeting established target SLAs and KPIs, delivery is on appropriate level of quality
Monitoring activities performed as required
Periodic reports provided according to the agreed target dates
Ticket/Case resolution time targets are met
Act as point of escalation when closure of a case is disputed by the Customer or dissatisfaction is voiced
Monitor and report on the effectiveness of the processes and procedures
Knowledge capture and documentation
Improvements / enhancements to service delivery



REQUIREMENTS
Skills required

Minimum 2 years of experience within Service Desk Services (min. Service Desk Agent level with backup/secondment in Support Team positions)
Experience as a Service Desk Expert or Process Controller is a plus
Past participation in new Customer onboarding / new Service rollout
Strong ITIL Knowledge – especially around Incident, Major Incident, Request Fulfilment, Service Asset and Configuration Management
Reporting skills
Works well under pressure
Excellent cooperation and communication skills
Good documentation capacity (in English) and experience of writing technical and process documentation
Proficient in English and German languages
Awareness of network infrastructure / datacentre operations is a plus
OFFER
At Fujitsu, you will enjoy:

· Competitive salary and bonuses

· Employment with the possibility of a permanent contract

· Life insurance and private health insurance extensive to family members for free and since the first day of employment

· Work life balance with part-time/full-time schedules available and 25 annual leave days

· International career in a dynamic and enthusiastic environment

· Training and internal career progression plan upon hiring

· Several discounts available with our partners

· Training and international career progression plan upon hiring

· …and much more!