Service Desk Specialist - Jobs in Montréal, QC

Job Description

Software Service Desk SpecialistJob Title: Software Service Desk SpecialistSUMMARYAs a Fujitsu Software Service Desk Specialist, you will provide L1/L2 support to Fujitsu Retail Software customers. Responsible for the full life cycle of customer tickets: ensuring correct and valid tickets are opened, works with customers to gather missing details, and performs basic troubleshooting and resolutions with the support of knowledge base scripts. Works closely with customers throughout the lifecycle of a ticket and with L3 to provide the details required when escalation is needed. Must handle multiple tasks in parallel, and provide an adequate level of support to meet our SLAs and KPIs.ESSENTIAL DUTIES AND RESPONSIBILITIESResponsible for processing all incoming tickets in our service desk system (daily task) and answering support calls from customersReview customer provided support ticketsTriage ticket to ensure it was sent to the correct team and redirecting to the relevant group if not software relatedValidate ticket content and gather from caller all required information and artifacts (steps to reproduce, logs, screenshots, etc…) if missingPerform L1/L2 troubleshooting using knowledge base (KB) articles and scriptsEscalate to L3 as needed and work with L3 to resolve the issueOwn full life cycle of the ticket including closing and resolutionAchieve 90% measured success in assistance given to the client by ensuring all tickets are resolved within appropriate SLAAging/KPI reporting; track/follow-up on open L1/L2 itemsSupport L3 by learning to understand software solutions and troubleshooting basic issuesSupport the Fujitsu Labs and Customer environmentsSupport customer software deployment - generate deployment reports and track progressCreate and distribute appropriate knowledge base (KB) articles to Fujitsu teams and customer L1/L2 teams where appropriateAdhere to company policies, ISO requirements, safety, and quality workmanshipSupport continual improvement effortsSUPERVISORY RESPONSIBILITIESNone.QUALIFICATIONSTo perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functionsWell-developed computer (software and hardware) skillsStrong troubleshooting skills (isolate and resolve problems as required)Excellent communication skills (written and oral in both English and French)Knowledge of various operating systems (IBM 4690, Windows, UNIX, LINUX, OS/2, etc.)Ability to create clear and usable documentation for all tasks performed in the positionMust be able to handle multiple requests at the same timeExcellent team player, problem solver with a high level of self-motivation and initiativeAble to find solutions and make recommendationsAble to meet deadlines on a consistent basisPerform quality work within deadlines with or without direct supervisionInteract professionally with other employees, customers, and suppliersWork effectively as a team contributor on all assignmentsAbility to work independently (and with limited supervision) while understanding the necessity for communicating and coordinating work efforts with other employees and departments at all levels within the organizationAbility to multi-task and work under pressureHigh degree of initiative and ownership and the discipline to follow through on assigned tasksStrong organizational skills and attention to detailExcellent customer service skills, in person, on the phone and in writingComfortable with team-based work structure; Ability to demonstrate flexibility on the jobDemonstrates initiative, is conscientious and provides complete follow-through on areas of responsibilityEDUCATION and/or EXPERIENCEBachelor’s degree or related discipline or equivalent combination of work experience and education2 or more years of IT or relevant experience2 or more years L2 service desk support experienceExperience analyzing logs and troubleshooting software issuesCOMPUTER SKILLSIndividual must be PC literate and experienced with all current operating systems. Proficient in Word, Excel, Access, PowerPoint, Outlook and other commonly used applications software is preferred. Experience with helpdesk tools such as ServiceNow, FreshDesk, Remedy, etc. is an asset.CERTIFICATES, LICENSES, REGISTRATIONSNonePHYSICAL DEMANDSThe physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is required to stand, walk, sit, and reach with hands and arms. The employee must occasionally lift and/or move up to 50 pounds.WORK ENVIRONMENTNormal office environment. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Fujitsu offers a safe, hybrid office/work from home working environmentTRAVELMust be able and willing to travel, up to 5%, on possible short notice as required, both domestically and internationally. Valid Passport and Driver’s License is required at all times for this position.Fujitsu at a GlanceFujitsu 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 .Quick Apply

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