Job Description
Location
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North Sydney
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Immediate Start
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About the role
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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 for Fujitsu's customers. This includes managing all incidents, queries, service requests through to successful resolution and closure. The role involves shift work and weekend work.
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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; escalate 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, efficient 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 of at least six months, demonstrating advanced customer service practice.
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Strong communication skills, both written and face‐to‐face.
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Advanced telephone skills, using empathy with the customer's situation and the ability to communicate technical concepts to non‐technical customers.
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Intermediate conflict resolution.
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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, determining an issue as an incident.
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Awareness of ITIL best‐practice methodology.
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ServiceNow ticketing experience is highly desirable.
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Equal Prospect Employer
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As an inclusive employer, Fujitsu aims to recruit a diverse range of talents. 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.
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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 Careers
📍 New South Wales