**OSM 1st Line Contact Centre Agent** Day Shift Worker (Shift Pattern Within 0700 – 1900) **Based in Central London** Are you reliable and keen to learn, can you work well in a team? Do you want to make an impact and change the way the world works? Do you want to collaborate and achieve together with committed people to help support our secure system and user community. This is your world and your opportunity to transform it for the better. **Role Purpose** The role holder is self-sufficient when resolving routine problems or enquiries across several products, product sets and systems or technologies for multiple customers. The role holder is competent when working under pressure and has a degree of autonomy when dealing with unexpected problems, more complex escalations and helping to maintain the availability of the IT services delivered to end users. The role holder also delivers low to medium complexity work packages as part of customer implementation projects. **Your role** We are looking for a 1st Line OSM Contact Centre Agent to provide Service Desk Support, joining our OSM Service Team of 1st and 2nd Line engineers. Your role will involve assisting high profile user community, with daily contact with customers and stake holders, via incident logging applications. **Key Accountabilities** + **Technical Capability.** Works within a team with some supervision supporting end users with technical queries relating to several products/systems (e.g. Microsoft products, operating systems, networks, applications, PCS). + **Business Awareness.** Develops an understanding of the customers’ environment and service delivery requirements to enable the delivery of the service. + **Process.** Follows established processes/systems and recommends improvements to these as appropriate to resolve routine customer enquiries. Documents actions taken to resolve enquiries. + **Problem Solving.** Takes ownership for listening to and understanding the customer’s problem. Escalates and/or gains support where necessary to resolve the problem. Uses relevant information to diagnose and to resolve or enable resolution in a timely manner. + **Service Level.** Escalates issues as necessary to deliver required service level and meet or exceed customer expectations/SLA. Monitors performance through statistical reporting and analysis. + **Team Working** . Acts as a team player being viewed by colleagues as an effective and helpful member of the team, demonstrating personal leadership and initiative. + **Professional Development.** Takes responsibility for learning about current products/systems to build own technical knowledge to support business requirements. **Key Performance Indicators** + Technical Assessments. + Evidence of sharing and re-use of knowledge. + Correct management of processes followed to deliver service. + Improvement / enhancements to service delivery. + Known errors with workarounds or fixes loaded in knowledge database. + Percentage of customer problems resolved within required timescales. + Meets service level requirements. + Feedback from colleagues, manager and customers + Contribution to service improvements + Up to date personal learning plan. **Your experience** The following skills would also be desirable: **_Core Windows Server Technology including in depth knowledge of at least 3 of the following:_** + Windows updates via WSUS + Understanding of GPO and Active Directory + DNS + Active Directory + User Account Management + DFS + Analysis of Windows Log Files + Veritas NetBackup, backup scheduling and media management + WIN Server 2012/2019 + WIN11 VDI’s + Horizon Brokers + Veeam + HCI Solution + IDAM + Oracle\SQL + WIN7 Workstations. + Exchange 2013 on Windows 2008 Server + VMWare and Knowledge of Server infrastructure, VMware Technologies + Open VMS **Your benefits** + 26 Days annual leave plus public holidays (3 flexible) + Pension – Double matching contributions of up to 10% + Life assurance + Companywide incentive plans + Your choices (Flexible benefits such as increased holidays / travel / dental critical illness and more) + Perks at work – employee discounts + Employee assistance programme / virtual GP + Role dependent benefits: Private medical **Recruitment process** The recruitment process consists of one stage interview. We are a Disability Confident Employer and will offer an interview to disabled applicants who best meet the minimum/essential criteria for the role. Email EMEIArecruitment@fujitsu.com if you would like to apply through the Disability Confident Interview Scheme. **Achieve together** **We are recognised as a responsible and inclusive employer:** Not only are we a certified Disability Confident Leader, a Times Top 50 employer for Gender Equality, a Top 75 employer for Social Mobility, accredited with the Living Wage Foundation and a signatory for the Race at Work Charter, but we are also committed to the United Nations standards for LGBTI+ and a Stonewall Top 100 Employer. **We are people centric:** Our hybrid work environments enable you to **Be Completely You.** Our active people-led Inclusive Community networks are representative of all aspects of diversity and are instrumental in enabling and supporting our innovative approach to inclusion. \#LifeatFujitsu \#DNS Purple **Requisition ID** : 28834