Job Description

About The Role

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- North Sydney location
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- Entry level position
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- Immediate start
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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.

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Australian Citizenship or Permanent Residency is mandatory.

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Responsibilities and Accountabilities

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- Provide high‐quality customer service across all end‐user communications.
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- Log all contacts in the service management system as incidents, queries, complaints, service requests or change requests, following Service Desk scripts and procedures.
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- Respond to and action contacts in line with SLAs, OLAs, and KPIs.
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- Troubleshoot and diagnose all requests, ensuring accurate categorisation and priority assignment.
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- Follow all applicable Service Desk procedures and repository guidance.
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- Provide procedural advice and technical fixes to support timely resolution.
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- Maintain regular end‐user updates through to incident or service request resolution.
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- Meet contractual service level targets across contact handling, incidents, and service requests.
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- Own assigned incidents, queries, complaints and service requests through to resolution, including escalation and closure where required.
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- Record all activities in the service management system through to closure.
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- For Fixed‐on‐First SLAs, attempt resolution within ten minutes using technical knowledge, knowledge articles, procedures and scripted questions; escalates when required.
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- Comply with Fujitsu and customer security policies relevant to Service Desk operations.
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- Support ongoing improvement against KPIs, core competencies and role‐based competencies.
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- Participate in team meetings focused on improvement and weekly performance targets.
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- Recommend process improvements to support consistent, productive business outcomes.
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- Create, review, and update knowledge base articles as required.
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Requirements

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- Experience in a Helpdesk/customer service role for at least 6 months, demonstrating advanced practice of customer service.
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- Strong communication skills, both written and face‐to‐face.
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- Advanced telephone skills including use of empathy with customer situations and ability to communicate technical concepts to non‐technical customers.
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- Intermediate conflict resolution skills.
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- Advanced personal management: punctuality, attendance, and presentation.
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- Good time management.
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- Knowledge of call logging, escalation and follow‐up procedures.
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- Knowledge of first level service centre call resolution.
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- Knowledge of escalation procedures.
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- Hardware and software troubleshooting including determination of an issue as an incident.
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- Awareness of ITIL best practice methodology.
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- ServiceNow ticketing experience highly desirable.
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Equal Opportunity Statement

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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 (New South Wales)
🏢 Fujitsu
📍 New South Wales