Italian Bilingual Service Desk Agent

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Job Description
Italian Bilingual Service Desk Agent (Talent Pool) Job

Location:
Lisboa Location Flexibility: Primary Location Only Req Id: 5152 Posting Start Date: 1/27/26 At Fujitsu, our purpose is to make the world more sustainable by building trust in society through innovation. Founded in Japan in 1935, Fujitsu has been a pioneer in technology and innovation for decades. Today, as a world-leading digital transformation partner, we are committed to transforming business and society in the digital age. With approximately 130,000 employees across over 50 countries, Fujitsu offers a broad range of products, services, and solutions. We collaborate with our customers to co-create solutions that drive enterprise-wide digitalization while actively working to address social issues and contribute to the United Nations Sustainable Development Goals (SDGs). Purpose of Recruitment: We are building a talent community of Italian Bilingual Service Desk professionals for future opportunities with Fujitsu in Portugal. By joining our pool, you’ll stay connected with us and be among the first to learn about openings that match your skills. Fujitsu is committed to creating a sustainable world through innovation and digital transformation, and we invite you to be part of this journey. Role Purpose: The Service Desk Agent (SDA) serves as the first point of contact for information technology (IT) support needs, delivering responsive, consistent, reliable, and customer focused assistance to ensure the smooth operation of day-to-day activities. As the role evolves toward an enhanced customer experience, and as the face and voice for users seeking aid, the role holder represents the service experience and is essential in building trust. This role is key to diagnosing and resolving incidents, providing user guidance and handling service requests. Key Accountabilities:
- Technical capability Ability to support standard technical queries related to a focused range of hardware and software products, capable of using and configuring computer systems to troubleshoot and resolve issues.
- Customer Experience Demonstrates a customer-centric approach by delivering compassionate and tailored support that builds trust and lasting relationships. Listens actively, communicates with clarity, and takes full ownership of the customer’s needs by not just resolving issues, but ensuring they feel heard and valued. Understands that every interaction shapes the customer’s perception of Fujitsu, and strives to turn challenges into positive experiences.
- Innovation Embraces change and drives progress by actively seeking and applying smarter, faster, and more efficient ways to deliver support. Recognizes the importance of staying informed about technological trends and continuously developing skills. Leverages emerging technologies such as automation, AI, and digital tools to streamline workflows and enhance the customer experience. Thinks creatively to solve problems, challenges the status quo, and contributes with fresh ideas that will help shaping the future of the service desk. Fosters a mindset of ongoing experimentation and learning to adapt to change, anticipate future needs, and consistently deliver impactful and forward-thinking support.
- Business awareness Clear understanding of the customer's business environment, priorities, and service expectations to ensure the delivery of high-quality and value-driven support. Aligns IT actions with business impact, enabling proactive and customer-centric service.
- Process Follows and suggests improvements for established service desk processes and tools to ensure consistent and efficient support delivery. Understands the extreme importance of accurately recording all relevant information and actions on the tickets, and any other relevant actions or tasks performed by the role holder on a daily basis. Avoids ticket duplication, promotes knowledge sharing, aligns with account procedures and security policies to maintain service quality.
- Problem solving Takes ownership of understanding and resolving customer issues within required timescales by actively listening and asking relevant questions. Escalates complex issues appropriately, ensuring timely resolution while continuously developing technical knowledge and diagnostic skills for evolving support scenarios.
- Security awareness Understands the critical role of security in daily service desk operations and recognizes that security related incidents are frequent and evolving. Follows established security policies and procedures, remains alert to common threats, and takes proactive steps to safeguard customer and company information. Knows when and how to elevate potential security concerns to protect systems, services, and users.
- Service Level Demonstrates awareness of service commitments by k