We are Fujitsu, a global leader in technology and business solutions that transform organizations and the world around us.
We bring innovation and expertise, continuously working to contribute to the growth of society and our customers.
About the Role
Location: Melbourne
Hybrid environment (2 days onsite)
Australian citizenship is mandatory
We are seeking a dynamic Service Desk Analyst to provide a high‐quality single point of contact as part of a Service Desk service to Fujitsu's customers.
This includes managing all incidents, queries, service requests through to successful resolution and closure.
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
Diagnose all incidents, queries, complaints, service requests or change requests via troubleshooting, correctly categorising and assigning priority
Be familiar with and comply with 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 successful resolution of the issue or query
Maintain 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 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 of experience in a helpdesk/customer service role, demonstrating advanced customer service practice
Intermediate communication skills, both written and face‐to‐face
Advanced telephone skills, including empathy and the ability to communicate technical concepts to non‐technical customers
Strong 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 identifying incidents as incidents
Awareness of ITIL best practice methodology
Benefits
We put people first, valuing diversity and fostering an inclusive environment
Tailored career paths across our global organization to support skilled and personal growth
Excellent reputation across the region and globally
Best‐in‐class reward and recognition programs, flexible work, volunteering leave and more
Live our values of aspiration, trust, and empathy, every day
Commitment to Diversity, Equity and Inclusion
As an inclusive employer, Fujitsu aims to recruit a diverse range of talent.
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 and emergency responders.
We encourage candidates who value inclusion, collaboration, adaptability, courage, and integrity to apply.
#J-*****-Ljbffr

📌 Service Desk Analyst (Melbourne)
🏢 Fujitsu
📍 Melbourne