Job Description

Responsible for:

Responsible for first level support for the company’s production environment systems, processing scheduled production jobs and monitoring and managing the daily operation of the Windows and Unix environments. Provide efficient, courteous customer service and to ensure that service levels are met in the provision of customer support services.

Extent of Authority:

• Decision making within the scope of standards and procedures for role
• The authority to administer the Heat call logging system
• The authority to raise issues and helpdesk calls in Heat
• The authority to close calls in Heat
• The authority to escalate issues to the relevant support teams
• The authority to escalate unresolved issues to management

Main Activities:

• Process scheduled production jobs through the IT computer systems
• Monitoring and managing the daily operation of the Windows and Unix environments
• Performing first-level diagnosis of issues and problems
• Responding to customer calls promptly, courteously, and effectively
• Working, co-operating, and liaising with other IT and Business Unit teams
• Ensuring relevant SLAs are met and exceptions reported on
• Logging, documenting, and reporting on daily events and issues
• Escalating issues and problems to the relevant support team in a timely manner
• Escalating unresolved issues to the relevant manager
• Updating, maintaining, and following documented procedures
• Contributing to the development of procedures and work instructions
• Training less experienced staff members
• Maintaining a professional and customer-oriented manner at all times
• Understanding and adherence to FBDMS procedures, standards and policies
• Complying with relevant legislation, regulations, standards and policies
• Assist with other work-related tasks as required by Help Desk Manager and One Up Manager
• Flexibility to work at other sites as required
• Ensure all policies, including Business Management System and Security policies and procedures are adhered to
• Ensure Occupational Health and Safety policies and procedures are adhered to
• Ensure that you, and employees within your area of responsibility, always take care to work in a safe manner and report workplace hazards
• Key Skills and Personality Traits:
• Knowledge and experience in dealing with different file types such as CSV & PGP encrypted data
• Able to follow processing instructions and escalation procedures
• Minimum 1-2 years commercial experience in Helpdesk Support – preferably in a large enterprise
• Familiar with the following technologies – Active directory, TCP/IP, Citrix, Exchange/Outlook, MS Office application, anti-virus
• Worked in an ITIL environment.
• Technical troubleshooting skills.
• Excellent oral and written communication skills
• Excellent time management skills
• Ability to deal courteously, effectively, and empathetically with customers
• Ability to learn quickly and adapt to new technologies
• Ability to maintain a professional level of performance in high-pressure situations
• Ability to manage incident
• Ability to prioritise multiple tasks and ensure optimal use of resources
• Ability to deal with matters of a confidential nature
• Ability to work as part of a team
• Ability to display empathy and consideration for others and consider different work styles and personalities to achieve team goals

Qualifications and Typical Experience:

• Minimum 2-3 years commercial experience of relevant IT Support
• Minimum 1-2 years commercial experience in Helpdesk Support
• ITIL certified preferred
• Microsoft Certified Professional (CMP)

Relevant tertiary qualifications

Special Circumstances:

• Use or wear personal protective equipment (PPE) e.g. vests, ear plugs, safety shoes, safety goggles etc. as per PPE requirements in your designated work area.
• Must be eligible to legally work in Philippines
• Employment is dependent on a national police criminal history check that is acceptable to FUJIFILM DMS
• Additional security clearances may be required as requested by FUJIFILM DMS or its clients.
• Required to work reasonable additional hours as may be necessary to meet the requirements of the position.
• Must be prepared to work outside core business hours
• Maintain FUJIFILM DMS and client confidentiality.
• Some travel may be required to various FUJIFILM DMS sites, interstate or overseas to meet requirements of the role.
• May be needed to be on-call from time to time to meet requirements of the role.
• Required to participate in workplace fit-for-work initiatives (including stretching programs).