Junior Service Desk Analyst | Immediate Start in North Sydney

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

Benefits offered by this job

Flexible work

Volunteering leave

Job summary

Fujitsu seeks a bright, junior Service Desk Analyst in North Sydney to provide a high-quality single point of contact for customers. You will manage incidents, queries and service requests through to resolution, with shift work and weekend duties.

Australian Citizenship or Permanent Residency is mandatory. You will log activities in the service management system, respond within SLAs and KPIs, and contribute to knowledge base while supporting improvements.

Qualifications

• Experience in a Helpdesk/customer service role for at least 6 months.
• Strong communication skills, both written and face-to-face.
• Advanced telephone skills with empathy and ability to explain technical concepts to non-technical customers.
• Intermediate conflict resolution and time management.
• Knowledge of ITIL best practice and service desk procedures; ServiceNow is desirable.

Responsibilities

• Provide high-quality customer service across end-user communications.
• Log all contacts in the service management system as incidents, queries, complaints, service requests, or change requests.
• Respond to and action contacts in line with SLAs, OLAs, and KPIs.
• Troubleshoot and diagnose requests with accurate categorisation and priority.
• Follow service desk procedures and provide technical fixes for timely resolution.
• Maintain regular end-user updates through incident/service request resolution.
• Meet contractual service level targets across handling, incidents and requests.
• Own incidents/queries through to resolution, including escalation and closure.
• Record activities in the service management system through to closure.
• Create and update knowledge base articles as required.

Skills

Customer service

Communication skills

ITIL awareness

Problem solving

Time management

Empathy

Incident handling

Shift work

Team collaboration

Tools

ServiceNow

Job description

Fujitsu seeks a bright, junior Service Desk Analyst in North Sydney to provide a high-quality single point of contact for customers. You will manage incidents, queries and service requests through to resolution, with shift work and weekend duties.

Australian Citizenship or Permanent Residency is mandatory. You will log activities in the service management system, respond within SLAs and KPIs, and contribute to knowledge base while supporting improvements.