Entry IT Service Desk Analyst – Shift Work

Fujitsu Limited; Sydney; On-site; AUD 55,000 - 70,000; Full time

Job summary

Fujitsu is seeking a junior Service Desk Analyst for the North Sydney area to provide a high-quality single point of contact for customers. The role includes logging incidents, handling queries, and ensuring resolution within SLAs, with shift work and weekend requirements.

Australian citizenship or permanent residency is mandatory. Responsibilities include incident management, timely updates, and adherence to security policies, while contributing to continuous improvement and knowledge base

Qualifications

• Experience in a Helpdesk or customer service role.
• Strong communication skills, both written and face-to-face.
• Ability to explain technical concepts to non-technical customers.
• Knowledge of ITIL concepts and incident management.
• Willingness to perform shift work including weekends.

Responsibilities

• 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; elevate 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.

Skills

Customer service

Helpdesk

Communication skills

ITIL awareness

ServiceNow

Education

Not required

Tools

ServiceNow

Job description

Fujitsu is seeking a junior Service Desk Analyst for the North Sydney area to provide a high-quality single point of contact for customers. The role includes logging incidents, handling queries, and ensuring resolution within SLAs, with shift work and weekend requirements.

Australian citizenship or permanent residency is mandatory. Responsibilities include incident management, timely updates, and adherence to security policies, while contributing to continuous improvement and knowledge base