Job Description

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Key Accountabilities

• Technical Capability. Works within a team as an established systems/product specialist (e.g. detailed knowledge of the configuration of interlinked systems, implementing technical changes, building software regimes and contributing technically to service development) to support end users.
• Process. Follows established processes, releasing to the change control process verified, validated and documented enhancements to eliminate problems and proactively develop the service.
• Service Level. Recognizes opportunities to improve performance against Service Level. Acts as a point of escalation for agents to resolve service delivery issues. Monitors performance through statistical reporting and analysis.
• Project Work. Works within the team or under guidance from the project manager with implementation of technical designs to meet service delivery requirements within own area of responsibility.
• Customer Relationship. Establishes working relationships with customer\'s organization to deliver and enhance the service.
• Problem Solving. Takes ownership in obtaining the information, evidence and data required to diagnose and resolve more complex problems (both new and known), Escalates or gains support where appropriate.
• Proactively analyzes, trends and reports on information (e.g. on performance service levels) in a timely manner to resolve problems, maintain and enhance service.
• Team Working. 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.
• Business Awareness. Understands the requirements of the customer\'s business, the scope of the contract and knows how issues impact the delivery of service. Recognizes and reports opportunities to team manager and other relevant parties for additional business.
• Professional Development. 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.

Key Performance Indicators

• Feedback from Customers, Service Delivery Management, Team etc.
• Technical Assessments (where applicable)
• Proven track record of problem resolutions.
• Evidence of sharing and re-use of knowledge.
• Successful production of documentation.
• Successful management and implementation of changes.
• Improvement/ enhancements to service delivery.
• Meets and improves service level requirements.
• Successful management of escalations in a timely manner.
• Meets project deadlines and costs within own area of responsibility.
• Errors with workarounds or fixes provided in a timely manner.
• Percentage of customer problems resolved within required timescales.
• Improved first time/line fix.
• Correct application of severity, impact and priority.
• Up to date personal learning plan available.

About Us:

Fujitsu at a Glance

Fujitsu is a leading information and communication technology (ICT) company, headquartered in Japan, offering a full range of technology products, solutions, and services. Approximately 132,000 Fujitsu people support customers in more than 100 countries. We use our experience and the power of ICT to shape the future of society with our customers.

We are a corporate culture that places great value on the pursuit of new possibilities previously unimagined and brings them to fruition. This has been the foundation of Fujitsu\'s success since its inception. In an increasingly competitive world, in which the pace of change continues to accelerate, Fujitsu must strive for continuous innovation. Each and every employee will rise to the challenge of creating new value amid changes in the management environment, technology, society and the marketplace. With a spirit of challenge, we are committed to the continuous creation of new value. Fujitsu wants innovators like you!

At Fujitsu, one of our corporate principles is "We respect human rights." This principle underpins all our corporate and individual activities and guides the actions of every Fujitsu Group member. We embrace diversity and equal opportunity. Qualified applicants will receive consideration for employment without regard to race, color, religion, gender identity or expression, sexual orientation, ethnic or national origin, citizenship, political belief, social condition, family, marital or civil status, genetics, disability, age, veteran status, or conviction of an offence that is unrelated to employment. By empowering people, we can unleash our collective strengths to create a better experience for our employees, our customers, and our partners.

About the Team:

About Fujitsu Malaysia GDC

We are an established and rapidly growing Fujitsu IT services Company. Fujitsu\'s IT services business ranks top by market share in Japan and fifth worldwide. Undertaking computerization projects in Southeast Asia as well as various parts of the world. Fujitsu\'s Malaysia GDC serves as a key component of Fujitsu\'s global delivery framework. The availability of a highly educated and cultured adaptable workforce, with technical and managerial skills enables exceptional customer service standards with a cost-efficient operation.

Fujitsu