Service Desk Analyst

About the job Service Desk Analyst

**Service Desk Analyst**

New Zealand location

**We Are Fujitsu**

We use technology to make happier lives. We are a global leader in technology and business solutions that transform organizations 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**

This role provides primary Service Desk support for after-hours team that includes:
Incident Management:

- Incident detection and recording
- Classification of all incidents and 1st / 2nd level support
- 1st / 2nd level investigation and diagnosis
- 1st / 2nd level Resolution and Recovery
- Incident Management - ownership, monitoring, tracking and communication as per Fujitsu's Incident Management Procedure
- Incident closure

This role is based in Auckland and offers flexible working.

**Responsibilities and Accountabilities**

Key responsibilities will include but not be limited to the following:

- Provide End Users with a high level of Customer Service throughout all communications such as initial contact
- Provide after-hours support and weekend support (roaster basis)
- Incident/Service Request detection and recording via adherence to the Service Desk Script and Call Logging procedure
- Provide 1st / 2nd level support for the investigation and resolution of all reported and registered Incidents and Service Requests
- All possible attempts should be made to resolve all resolvable Incidents and Service Requests within a ten-minute window using personal technical knowledge, knowledge base articles, procedures and scripted questions.
- Escalation of reported and registered Incidents/Service Requests to 2nd level Resolver Groups where appropriate
- Escalation and management of Incidents referred to 3rd party service providers
- Provide continual end user contact as per the Fujitsu Incident Management Procedure/Fujitsu Service Request Management Procedure, so as to manage the end users expectations and requirements through to Incident/Service Request resolution
- Ensure achievement of Customer Contractual Service Level Targets for all Incidents and Service Requests.
- Incident/Service Request closure upon the resolution of an Incident or Service Request via the defined process.
- The Service Desk Analyst will also carry out other duties as may be specified from time to time by the Team Leader.

**Requirements and Experience**

**Experience**
- Experience in a customer service role either in a service industry or computer support role for at least 12 months
- Excellent communication and team skills

**Technical Competencies**
- Intermediate LAN or WAN Networking
- Intermediate MS Office 365
- Intermediate MS Windows 11
- Intermediate MS Outlook/Exchange
- Intermediate Citrix Environment
- Intermediate Active Directory
- Intermediate remote access management

**Non-Technical Competencies**
- Advanced Customer Service
- Intermediate Communication Skills, both written and oral
- Intermediate Conflict Resolution
- Intermediate self-motivation
- Advanced Personal Management punctuality, attendance, presentation and administration

**Qualifications**
- Undertaken a computer course at University, TAFE or similar (e.g., Diploma in Information Technology) (desirable)
- Accredited Customer Service Training (desirable)
- MCP, MSCE, CNP, CCNA or related industry qualification (desirable)
- AZURE qualification (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 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.**

**Commitment to Diversity, Equity and Inclusion**

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