About the role
Hybrid environment (2 days onsite)
Service Desk Analyst
Responsibilities and Accountabilities
* Assess customer requirements and source competitive solutions from vendors and distributors
* Provide a high level of customer service throughout all communications with the end user.
* Respond efficiently and action all contacts in accordance with applicable Service Level Agreements, Operational Level Agreements and Key Performance Indicators.
* All Incidents, Queries, Complaints, Service Requests, or Change Requests must be initially diagnosed via troubleshooting following the directions in the applicable procedures. This includes the correct categorisation and assignment of priority.
* Be familiar with and compliant to all procedures applicable to the Service Desk, as published in the Service Desk document repository.
* Provide advice and information on procedures or technical fixes to the end user to ensure a successful resolution to the issue or query.
* Provide continual end user contact as per the Fujitsu Incident Management Procedure/Fujitsu Service Request Management Procedure.
* Actively manage and take ownership of all Incidents, Queries, Complaints, Service Requests that are assigned to the Service Desk through to resolution.
Requirements
* Australian citizenship is mandatory.
* Aboriginal and/or Torres Strait Islanders are highly encouraged to apply.
* At least 12 months experience in a helpdesk or IT support role demonstrating advanced customer service practice.
* Intermediate communication skills, both written and face‐to‐face.
* Advanced telephone skills, including empathy with customers and the ability to explain technical concepts to non‐technical users.
* 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.
Equal Opportunity and Diversity Commitment
As an inclusive employer, Fujitsu encourages 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.
Inclusive Recruitment Philosophy
If you don't tick every box in this job description, please don't rule yourself out. We focus on hiring people who value inclusion, collaboration, adaptability, courage, and integrity, rather than ticking boxes.
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