Service Desk Analyst

About the job 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 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 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 Wellington and offers hybrid 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

• 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 user's 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

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 highly 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; veterans, Australian Defence Force (ADF) and emergency responders. Transgender and gender-diverse applicants can request a copy of our Frequently Asked Questions to assist with the recruitment journey.

If you don't tick every box in this job description, please don't rule yourself out. Research suggests that 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

Search Firm Representatives PLEASE READ:

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.