About The Role

- North Sydney location
- Entry level position
- Immediate start

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

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; escalates 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 for at least 6 months, demonstrating advanced practice of customer service.
- Strong communication skills, both written and face‑to‑face.
- Advanced telephone skills including use of empathy with customer situations and ability to communicate technical concepts to non‑technical customers.
- Intermediate conflict resolution skills.
- 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.
- ServiceNow ticketing experience highly desirable.

Equal Chance Statement

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 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.

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📌 Service Desk Analyst (City of Sydney)
🏢 Fujitsu
📍 City of Sydney