We Are Fujitsu
We use technology to make happier lives. We are a global leader in technology and business solutions that transform organizations and the world around us. We have a long heritage of bringing innovation and expertise, continuously working to contribute to the growth of society and our customers.
About the role
To maintain support and service excellence through active participation and assistance to the team so that customer satisfaction is continually improved. To liaise with existing customers to ensure their requirements are understood and improvements and efficiencies are identified. To ensure Fujitsu standards of product and system performance are developed in accordance with specified standards. To work within a distributed team structure across New Zealand and Australia to ensure the customer Service Levels are maintained and where possible exceeded in the delivery of or services.
- Location: This role is based Wellington
- Hours of work: At least 37.5 hours per week (Full Time)
- Salary range: NZD $100,000 - $130,000 per annum
Responsibilities and Accountabilities
The key responsibilities and associated duties of the position fall into the following main areas
- All customer calls in the call management queue dealt with to ensure at a minimum, the required service level agreement, operational and delivery standards are met.
- Support the transition of current and/or new customers to ensure delivery within agreed timeframes and that any risks of non-delivery are escalated promptly.
- Resolution of escalated incidents and problems using highly automated tools and knowledge base systems.
- Performs scheduled processes including; i. data backup and recovery
ii. archiving and storage
iii. output and deliverables management
iv. system monitoring and event log management
v. print and fileserver management
vi. application and host integration services
vii. patch management
viii. antivirus management
- Supports key delivery processes including;
i. service desk
ii. incident management
iii. problem management
iv. change management
v. release management
vi. asset and configuration management
vii. security management
viii. availability management
ix. capacity management
x. service level management
xi. financial management
- Build and maintain relationships with, and leverage off experience in similar teams in different geographical locations within Fujitsu to ensure a standardised approach and a collaborative atmosphere
- Proactive identification of service issues that need to be investigated. Ascertain the scope of issues and actively work to resolve them where possible or escalate them where they are out of the scope of this jobs purview.
- Co-ordination of assigned project tasks to ensure delivery within agreed timeframes. Any risks of non-delivery are escalated promptly.
- Support ongoing delivery improvement to ensure smooth and efficient customer operations maximising customer satisfaction.
- Presenting Fujitsu as One to our customers through regular interaction, effective team work and communication with peers across multiple competencies and customers. Ensure clarity and awareness of all activities and plans.
- Awareness of customer trends/developments to identify efficiency improvements.
- Provide possible services sales leads informing customers of new or updated products or services.
- Assist the customer to identify business opportunities and Fujitsu supplied products and services to address them.
- Produce accurate, concise and timely internal and customer reports within deadlines so as to satisfy routine general controls audits that may be undertaken by Fujitsu or the customer from time to time.
- Contribute to the maintenance of documentation on standard technical configurations, changes or variations to the standard technical configurations, as well as associated standard processes and operating procedures. Ensure documentation is reviewed at least annually.
- Training completed as required to close any gaps identified by Team Leader. Committed to leveraging knowledge from more senior team members and self-identifying/ suggesting training opportunities.
- Ensure that skills are maintained and enhanced in specialist areas relating to product knowledge, services knowledge, or industry knowledge. Organise and/or participate in interest groups relating to areas of specialisation.
- Completion of timesheets, leave requests, overtime, on-call, time in-lieu and expense claims within deadlines.
- The Engineer will also carry out other duties as may be specified from time to time by the Technical Services Team Manager.
Requirements and Experience
Experience
- 3 or more years’ experience in an operational outsourcing environment
- Understands core ITIL Service Delivery and Service Management processes
- Experience in supporting a successful technical services delivery and fault troubleshooting in a relevant IT technical environment
- Experience using common IT Service Desk and Operational Management tools and processes to deliver IT support services
- Able to work under self-direction as required to complete duties and deliver services
Skills
- Strong customer service skills
- Strong analytical skills
- Strong written and verbal communication skills
- Strong problem solving skills
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