Job Description

- Service Desk Expert
- Job Location: Chennai
- Location Flexibility: Primary Location Only
- Req Id: 6483
- Posting Start Date: 3/18/26

At Fujitsu, we've been driven to create a sustainable world through innovation since 1935. Today, we lead in digital transformation globally with our 130,000 employees across 50+ countries. We empower our diverse community to achieve greatness through career development and opportunities. Explore our internal positions and join us in shaping a brighter future. Thank you for being a part of Fujitsu. We look forward to growing together toward a brighter future.

Project Role : Service Desk Expert

Project Role Description : Understand and capture customers issues, document it, adhere to Process and quality standards with good customer handling skills.

FRF Level : FJ09

Work Experience : 2 to 3 years

Work location : Chennai

Must Have Skills : Customer Handling Skills & Good communication skills (Fluency in English is a must), Experience and Knowledge on MAC Systems, operating issues

Good To Have Skills : ITIL Knowledge

Job Requirements : Preferred Technical and Skilled Expertise

- Exceptional verbal and communication skills
- Unparalleled Listening and Comprehension capabilities
- Proven service industry front line experience with handling high value/critical customers
- Ability to keyboard to capture important details on a call for documentation

Responsibilities :

- Identifies issues create Service Request or Incident based on the issue type, and provide L1 resolution, on call
- Should flag any priority incidents immediately to the SME
- Ensures Incident records are kept up to date throughout the life of the Incident, additional information is documented as it becomes available,



and progress updates/user chases and other actions are taken towards resolution
- Ensures that Incidents which are resolved without leaving the Service Desk are flagged as being a ‘First Time Fix’
- Receives successfully completed Incidents/Changes/Service Requests and closes the record accordingly
- Executes required tracking of knowledge base usage and opportunities (voting and rating as required) as well as Sense and Respond activities/actions
- Handle complex customer scenarios, documenting solutions, and effectively providing dependable and timely resolution to all product related technical issues experienced by customers
- Anticipate customer needs and effectively addressing concerns related to their issue or resolution
- Provides a single point of contact for all users of the service
- Ensures that a continuously high level of customer satisfaction is achieved
- Receives calls at the Service Desk and undertakes dialogue with the user, ensuring standard Service Desk scripts are followed, with good command over English
- Ensures that contingency plans are understood and followed in the event that the Service Desk tool is unavailable
- Provides users with status reports on existing Incidents, ensuring the Incident record is updated accordingly
- Identifies new requests that are not Incidents and manage them appropriately
- If the request is a Change Request (RFC), initiate the Change Management process
- If the request is a Service Request(RfS),



initiate the Standard Change / Service Request process
- Monitors auto-generated incidents from event / alert monitoring, ensuring that they are correctly prioritised and action taken accordingly
- Contacts Resolver groups to progress Incident, Problem and Change chases initiated by the user
- Reviews resolution details and take responsibility for closure of all Incidents
- Contacts the user for agreement to close, ensuring the ‘3 strikes and out’ policy is employed
- Checks the Incident classification and reset as necessary
- Enters Incident closure details, and mark the Incident as closed, ensuring appropriate closure codes are used
- Raises Incidents to address unsuccessful Service Requests
- Understands and operates escalation procedures - escalates and progresses incidents as required whilst keeping the user informed
- Records Incidents/Changes/Service Requests within the Incident Management tool and assigns to the appropriate Resolver
- Ensures new Incident records are opened for all ‘legitimate’ Incidents
- Ensures that users do not have multiple Incident records open for the same issue
- Ensures correct contact details are recorded on all Incidents
- Captures accurate descriptions of all new Incidents/Changes/Service Requests, classifies them correctly and applies the appropriate classification codes
- Identifies Incidents that require management through additional processes
- If the Incident is a Major Incident, set the MI flag and initiate the MI process
- If the Incident is a complaint, initiate recovery call.Experience and Knowledge on MAC Systems, operating issues- Relocation Supported: No
- Visa Sponsorship Approved: No

At Fujitsu, we are committed to an inclusive recruitment proce

📌 Service Desk Expert (Chennai)
🏢 Fujitsu
📍 Chennai