**Service Desk Agent** **Full time on site requirement in Bracknell - Monday to Friday** Reporting to the Service Level & Reporting Manager, the primary objective of the Service Control Centre is to ensure adherence to Best Practice Incident handling within Resolver Groups through positive reinforcement and monitoring, therefore reducing impact to contractual Key Performance Indicators **Role Description** + Follows and monitors established processes and recommends improvements to these as appropriate to resolve routine customer enquiries. + Ensures that service delivery is monitored effectively and that identified actions to maintain or improve levels of service are implemented. + Utilises and inputs into standardised Policies, Processes and Procedures and ensures all documentation is up to date and valid. + Ensures the processes in place are aligned with the contractual requirements. + Acts as point of escalation and owns management of the processes leading to successful resolution of the escalated issue. + Responsible for the implementation of any new processes resulting from account changes as well as ensuring full team engagement in the new developments. + Escalates issues as necessary to deliver required service levels and meets or exceed customer expectations / SLA. + Monitors all aspects of Incident Management processes to ensure adherence to best practice. + Monitor resolution of incidents to agreed service levels. + Utilising statistical reporting and analysis, monitors performance across all groups. + Analyses and identifies areas of improvement to the service to ensure customer satisfaction. + Prevents negative trends by properly raising and reacting to performance and progress gaps. + Builds and enhances strong stakeholder relationships and acts as an escalation point. + Act as point of escalation in dispute or uncertainty over appropriate resolver group for an incident. + Ensures process, procedures and work instructions are adhered to by all relevant parties via Service Performance audits and provide regular feedback within the Service Operations environment. + Assists the SLM Service Delivery Manager in developing and maintain the core SLM capabilities. **Skills:** + Be able to gain SC level Security Clearance. + Must have good communication skills + Ability to learn quickly and under pressure + Good teamwork skills + Intermediate knowledge of Microsoft Office, including excel **Desirable - Experience across technologies such as:** + Knowledge of Global Connectivity. + Working knowledge of CASD toolsets + Service Request Management **Your benefits** + 25 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 stages of interviews. 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 **Requisition ID** : 28194