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).

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.

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.

• 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