Fujitsu Canberra, Australian Capital Territory, Australia
Service Desk Analyst
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
We are seeking a proactive and technically skilled Level 1–2 Service Desk Analyst to provide end‑user support and contribute to the delivery of IT services within a government environment. The role involves resolving technical issues, supporting device builds and delivering high‑quality customer service in alignment with ITIL methodologies.
Responsibilities and Accountabilities
Provide Level 1 and Level 2 technical support following ITIL methodology.
- Act as the first point of contact for IT‑related issues via call centre, ServiceNow, and face‑to‑face interactions.
- Troubleshoot and resolve issues related to:
- Windows and/or Mac operating systems
- Microsoft Office suite
- Network connectivity and system errors
- Image devices according to documented build procedures.
- Deliver floor‑walking support to assist users directly.
- Support the Digital Connect Program, helping staff back up personal data from departmental laptops and mobile devices.
- Follow asset management procedures and assist with logistics support.
- Document and elevate technical issues to specialist support teams as needed.
- Provide VIP and Executive support when required.
- Contribute to documentation of known issues, workarounds, and knowledge‑base articles.
- Work collaboratively as part of a team under direction, while also being capable of managing small team deliverables.
- Participate in shift work between 7:00 AM and 7:00 PM, including some weekend work.
- Support all service functions including:
- Device imaging
- Floor‑walking and service desk support
- Mobility device support (iPads and phones)
Requirements and Experience
- 1–2 years of experience in a technical support or service desk/help desk role.
- Strong knowledge of Windows and/or Mac OS, Microsoft Office applications, common desktop and productivity tools.
- Experience using ServiceNow or similar service‑management tools.
- Familiarity with ITIL practices and service‑delivery standards.
- Excellent communication skills, both verbal and written.
- Strong customer‑service orientation and ability to explain technical concepts to non‑technical users.
- Must hold or be eligible for Baseline Security Clearance.
Why Fujitsu?
We are an organisation 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 organisation 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 programmes, adaptable 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 under‑represented 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.
For Security Cleared Roles – PLEASE NOTE:
Due to the inherent requirements of the role, candidates must be Australian Citizens and hold an Australian Federal Government Security Clearance. The role will or will likely involve access to controlled technology and must satisfy additional restrictions and requirements as a consequence of the International Traffic in Arms Regulations and the Export Administration Regulations. As a consequence of these restrictions and requirements, applicants may be adversely impacted if they are not Australian citizens, are dual nationals, hold citizenship from proscribed countries, or are not of Australian national origin. Please refer to Discrimination (Fujitsu Australia Limited) Exemption 2017 (No 1) Notifiable instrument NI2020‑672 (ACT).
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