DescriptionCommand Center Agent
PURPOSE To facilitate, support and track required installation of new technology,
services, and upgrades to existing technology and services and/or ongoing
maintenance in a retail/storefront environment.
EDUCATION & EXPERIENCE
• High School Diploma or equivalent
• Previous experience in a Retail focused Service Desk or Customer Service
Center preferred but not required
• Experience or knowledge of basic networking (Switches, Firewall, IP
Address, Pinging)
• Experience using IT Service Management tools a plus
• Experience basic IT and retail hardware troubleshooting.
DESIRED CORE SKILLS
• Basic technical knowledge of Windows based computers, networking, and
retail hardware/devices (registers, pin pads, phones, printers, etc…)
• Proficient in Microsoft Excel a plus
• Customer Service – able to establish and build report, active listening, and
empathy with customers.
• Communication – ability to communicate clearly with customers,
colleagues, and managers.
• Problem Solving – understands and resolves basic problems.
• Time Management – ability to prioritize and complete assigned tasks daily
• Team Working – supports and collaborates with colleagues to ensure
successful project completion.
• Ability to work well under pressure and willingness to go the extra mile for project or team success.
KEY ACCOUNTABILITIES
• Is familiar with the key components of the service(s) being supported.
• Handles inbound/outbound calls at the Command Center and undertakes
dialogue with the user (as necessary), ensuring standard Command Center
guidelines are followed.
• Follows all Command Center project requirements and processes to
correctly prioritize and action assigned tasks.
• Updates and provides status reports on assigned tasks or project
activities.
• Escalates issue appropriately and in a timely manner.
FUJITSU-RESTRICTED Uncontrolled if printed 2 of 3 © Fujitsu 2022
Job Description – Command Center Agent – April 2023
• Ensures contingency plans are understood and followed if the Command
Center tool is unavailable.
KEY PERFORMANCE INDICATORS
• Handle phone calls, emails, MS Team chat, and interaction with agreed
timelines
• Perform all duties in accordance to required quality
• Participate in knowledge capture processes
• Correct use of escalation to Team Lead per project requirements or
processes.
This job description is intended to describe the general responsibilities and
type of work being performed by people assigned to this position. The
major job functions/components above are the typical functions of the job
and are not an exhaustive or comprehensive list of all possible job
responsibilities, tasks, and duties. Personnel, vendors assigned in this
position should be aware that the responsibilities, tasks, and duties of the
jobholder may differ from those outlined in this job description and various
other duties may be assigned as needed