Service Process Controller for Service Desk

Fujitsu Technology Solutions Sp. z o.o.

  • Kuyavia-Pomerania

  • offer expired 2 months ago
  • contract of employment
  • full-time
  • junior specialist (Junior)
  • home office work, hybrid work
  • Immediate employment
  • remote recruitment
  • запрошуємо працівників з України
  • Робота для іноземців
    без польської
Запрошуємо працівників з України
Роботодавець відкритий для працевлаштування громадян України

Technologies we use

Operating system

About the project

To provide technical support to agents via floor walking activities and via acceptance of user interactions directly transferred to them by Service Desk Agents. Service Desk Experts provide responsive, professional and competent technical 2nd line support of incidents. They influence and improve the quality of knowledge articles as well as support training activities within the desk environment. Role holders may (but not always) have some team leading and supervisory duties.

Your responsibilities

  • Following established processes / systems and recommends improvements to these as appropriate to resolve routine customer enquiries.

  • Taking ownership for documenting, and monitoring adherence to all account related processes.

  • Ensuring 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.

  • Implementing of any new processes resulting from account changes as well as ensuring full team engagement in the new developments.

  • Escalating issues as necessary to deliver required service level and meet or exceed customer expectations / SLA.

  • Monitoring performance through statistical reporting and analysis.

  • Analysing and identifies areas of improvement to the service to ensure customer satisfaction

  • Preventing negative trends by properly raising and reacting to performance and progress gaps.

  • Accepting personal responsibility for customer problems and champions customer issues to resolution.

  • Building and enhancing strong customer relationships and acts as an escalation point for the customer.

  • Taking responsibility for learning about all current customer needs

Our requirements

  • Interest in IT operations/service management

  • Proven ITIL related knowledge– will be an asset

  • Ability to demonstrate knowledge of ITIL Service Management framework or interest in gaining knowledge

  • Excellent communication skills (written / verbal)

  • MS Office Skills

  • Good English written and oral communication skills

What we offer

  • remote work,

  • continuous development,

  • initial trainings preparing to work,

  • laptop and if necessary – office inventory (chair, lumbar support pillow etc.),

  • introduce a friend program.


  • sharing the costs of sports activities

  • private medical care

  • sharing the costs of foreign language classes

  • sharing the costs of professional training & courses

  • life insurance

  • remote work opportunities

  • flexible working time

  • extra social benefits

  • holiday funds

  • employee referral program

  • charity initiatives

Fujitsu Technology Solutions Sp. z o.o.

Fujitsu offices in Poland are located in Warsaw, Łódź and Katowice. In Warsaw we perform sales and client support services. The Global Delivery Center Poland, located in Łódź and Katowice, employs specialists within business areas: Service Desk, Service Management, DX Services, Application & Multi-Cloud Services, Workforce & Workplace Services, Enterprise Cyber Security Services, Business Process Services oraz Program & Project Services.

In Łódź, Fujitsu also employs professionals for Fujitsu Business Services, in the following areas: Finance (P2P, O2C, General Ledger, Project and Contract Accounting, Treasury, Master Data, Bid Finance Team and Product Pricing Office), Supply Chain (Order Management & Procurement), Internal Audit, Assurance as well as HR Service Delivery.

At Fujitsu we firmly believe that technology enables people's happiness and wellbeing. As it plays a more important role than ever before, we must put people at the center of everything that we do. We believe a human-centric approach is the only way to deliver on the promise of the digital.

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