Service Desk Agent – Talent Pool

About the role

Fujitsu is looking for a Service Desk Agent to join its talent pool and provide first‑level IT support across multiple locations in the Philippines. You will be the primary point of contact for users, handling routine and non‑routine incidents, problems, and service requests to keep business operations running smoothly.

Key responsibilities

• Receive and log user tickets using ServiceNow.
• Troubleshoot and resolve incidents related to Windows OS, Active Directory, Exchange, and basic networking.
• Escalate complex issues to higher‑level support when necessary.
• Maintain clear communication with users throughout the incident lifecycle.
• Document resolutions and contribute to knowledge‑base articles.

Required profile

• Minimum 6 months of technical support experience in ICT, BPO, or shared services.
• Strong communication skills and confidence in troubleshooting.
• Retail experience is considered a plus.

Required skills

• Proficiency with ServiceNow ticketing system.
• Hands‑on experience with Active Directory.
• Knowledge of Windows operating systems.
• Familiarity with Microsoft Exchange.
• Basic networking concepts.