Service Desk Analyst

Location

North Sydney

Immediate Start

About the role

We are seeking a bright, junior Service Desk Analyst to provide a high quality single point of contact as part of a Service Desk for Fujitsu's customers. This includes managing all incidents, queries, service requests through to successful resolution and closure. The role involves shift work and weekend work.

Australian Citizenship or Permanent Residency is mandatory.

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 of at least six months, demonstrating advanced customer service practice.
• Strong communication skills, both written and face to face.
• Advanced telephone skills, using empathy with the customer's situation and the 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, determining an issue as an incident.
• Awareness of ITIL best practice methodology.
• ServiceNow ticketing experience is highly desirable.

Equal Opportunity Employer

As an inclusive employer, Fujitsu aims to recruit a diverse range of talents. 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.