Service Desk Analyst

We are Fujitsu

We use technology to make happier lives. We are a global leader in technology and business solutions that transform organisations and the world around us. We have a long heritage of bringing innovation and expertise, continuously working to contribute to the growth of society and our customers.

About the role

• North Sydney Location
• Entry level position
• Immediate Start

We are seeking a bright, junior Service Desk Analyst to to provide a high-quality single point of contact, as part of a Service Desk service for Fujitsu's customers. This includes the management of all incidents, queries, service requests through to successful resolution and closure. This is to be achieved by the Service Desk Analyst fulfilling the responsibilities for the role. This role involves shift work and weekends working.

Australian Citizenship or Permanent Residency is mandatory.

About you

Responsibilities and Accountabilities:

• Provide high-quality customer service across all end-user communications.
• Log all contacts in the service management system as incidents, queries, complaints, service requests, or change requests, following Service Desk scripts and procedures.
• Respond to and action contacts in line with SLAs, OLAs, and KPIs.
• Troubleshoot and diagnose all requests, ensuring accurate categorisation and priority assignment.
• Follow all applicable Service Desk procedures and repository guidance.
• Provide procedural advice and technical fixes to support timely resolution.
• Maintain regular end-user updates through to incident or service request resolution.
• Meet contractual service level targets across contact handling, incidents, and service requests.
• Own assigned incidents, queries, complaints, and service requests through to resolution, including escalation and closure where required.
• Record all activities in the service management system through to closure.
• For Fixed-on-First SLAs, attempt resolution within ten minutes using technical knowledge, knowledge articles, procedures, and scripted questions; escalate when required.
• Comply with Fujitsu and customer security policies relevant to Service Desk operations.
• Support ongoing improvement against KPIs, core competencies, and role-based competencies.
• Participate in team meetings focused on improvement and weekly performance targets.
• Recommend process improvements to support consistent, efficient business outcomes.
• Create, review, and update knowledge base articles as required.

Requirements:

• Experience in a Helpdesk/ customer service role either in a service industry or IT support role for at least 6 months, demonstrating an advanced practice of customer service
• Strong communication skills, both written and face-to-face
• Advanced telephone skills including the use of empathy with customer's situation and ability to communicate technical concepts to non-technical customers.
• Intermediate conflict resolution
• Advanced personal management: punctuality, attendance, and presentation
• Good Time management
• Knowledge of call logging, escalation and follow-up procedures
• Knowledge of first level service centre call resolution
• Knowledge of escalation procedures
• Hardware and software troubleshooting including determination of an issue as an Incident
• Awareness of ITIL best practice methodology

• ServiceNow ticketing experience is highly desirable

Why Fujitsu?

We are an organization with a strong set of values and a history of respecting fairness and equality, whilst promoting diversity, equity and inclusion. We constantly push ourselves to do better and strive to bring together a diverse mix of perspectives and talents in an inclusive environment, where we encourage our people to bring their full selves to work. We call this Be Completely You.

• We put people first. We believe in the power of diversity to drive innovation and our Work180 accreditation, AWEI (Australian Workplace Equality Index) Gold Employer status and Rainbow Tick certification for LGBTI+ inclusion show that we value an inclusive culture.
• We offer tailored career paths across our global organization to support your professional and personal growth.
• Our customers trust us. We have an excellent reputation across the region and globally.
• Best in class reward and recognition programs flexible work, volunteering leave and more.
• We live our values of aspiration, trust and empathy, all day, every day.

As an inclusive employer, Fujitsu aims to recruit a diverse range of talents to help us achieve our purpose. In line with our diversity, equity and inclusion strategy, we welcome applications from women and gender diverse people; Aboriginal and Torres Strait Islander people; Māori and Pacific people; LGBTI+ people; people with a disability; culturally and linguistically diverse people; and veterans and emergency responders. Applicants who identify as transgender or gender diverse can view a copy of our Frequently Asked Questions to assist with the recruitment journey. For all other general inquiries, please contact [email protected]

If you don't tick every box in this job description, please don't rule yourself out. Research suggests that women and other people in underrepresented groups tend to only apply if they meet every requirement. We focus on hiring people who value inclusion, collaboration, adaptability, courage, and integrity, rather than ticking boxes so if this resonates with you, then please apply. For more information, please email [email protected].

Search Firm Representatives Please Read Carefully

Fujitsu does not accept unsolicited assistance from search firms for employment opportunities. All CVs or resumes submitted by search firms to any employee at our company without a valid written agreement in place for this position will be considered the sole property of our company. No fee will be paid if a candidate is hired by Fujitsu due to an agency referral where no existing agreement is in place with the Fujitsu Talent Acquisition Team. Where agency agreements are in place, introductions must be through engagement by the Fujitsu Talent Acquisition Team.