Level 1-2 Service Desk Analyst

Fujitsu; Canberra; On-site; AUD 70,000 - 90,000; Full time

Job summary

A leading global technology firm is seeking a pro-active Level 1-2 Service Desk Analyst in Canberra to provide essential IT support in a dynamic government environment. You will work on resolving technical issues, supporting device builds, and ensuring high-quality customer service. Candidates must have extensive experience, knowledge of ITIL practices, and the ability to communicate complex concepts effectively.

Benefits

Flexible work options

Career development paths

Recognition programs

Qualifications

• Must have supporting experience in a technical support or help desk role.
• Strong knowledge of Windows and/or Mac systems required.
• Familiarity with ITIL methodology is essential.

Responsibilities

• Provide frontline support for IT-related issues.
• Troubleshoot and resolve Level 1 and Level 2 technical issues.
• Document and escalate issues to specialist teams as necessary.

Skills

Customer service orientation

Problem-solving

Communication skills

Education

12+ years of experience in technical support

Tools

ServiceNow

Windows

Mac OS

Microsoft Office

Job description

We are Fujitsu

We use technology to make happier lives. We are a global leader in technology and business solutions that transform organisations and the world around us. We have a long heritage of bringing innovation and expertise, continuously working to contribute to the growth of society and our customers.

About the role

• RFQ Opportunity
• 12-months Contract
• Canberra based
• Onsite

We are seeking a proactive and technically skilled Level 1-2 Service Desk Analyst to provide essential end-user support and contribute to the high-quality delivery of IT services within a dynamic government environment. This pivotal role involves resolving a wide range of technical issues, supporting device builds, and delivering exceptional customer service in strict alignment with ITIL methodologies.

If you have a passion for technology, excellent problem-solving skills, and thrive in a structured, service-oriented setting, we encourage you to apply.

Role Overview

As the Level 1-2 Service Desk Analyst, you will be a key contact for all IT-related support, ensuring our staff have the tools and connectivity they need to perform their duties. You will handle incidents and service requests from initial contact through to resolution or escalation.

Key Responsibilities

• Frontline Support: Act as the first point of contact for IT-related issues via call centre, ServiceNow, and face-to-face interactions.
• Incident Resolution: Provide Level 1 and Level 2 technical support following ITIL methodology, including troubleshooting and resolving issues related to:
  • Windows and/or Mac operating systems
  • Microsoft Office suite applications
  • Network connectivity and system errors
• Device Management: Image devices according to documented build procedures and follow asset management procedures, assisting with logistics support.
• User Assistance: Deliver floor walking support to assist users directly and provide required VIP and Executive support.
• Program Support: Support the Digital Connect Program, assisting staff with backing up personal data from departmental laptops and mobile devices (iPads and phones).
• Documentation & Escalation: Document issues, elevate technical problems to specialist support teams as needed, and contribute to the knowledge base (known issues, workarounds, articles).
• Team Collaboration: Work collaboratively under direction while also being capable of managing small team deliverables.
• Availability: Participate in shift work between 7:00 AM and 7:00 PM, including some weekend work to support all service functions (Device Imaging, Floor Walking, Service Desk, and Mobility Device Support).

Requirements & Experience

Essential Skills and Experience

• Experience: 12 years of experience in a technical support or service desk/help desk role.
• Technical Knowledge: Strong working knowledge of:
  • Windows and/or Mac OS.
  • Microsoft Office applications.
  • Common desktop and productivity tools.
• Service Management Tools: Experience using ServiceNow or similar service management tools.
• Methodology: Familiarity with ITIL practices and service delivery standards.
• Communication: Excellent communication skills, both verbal and written, with a strong customer service orientation.
• Soft Skills: Ability to explain complex technical concepts clearly to non-technical users.

Security Requirement

• Must hold or be eligible for Baseline Security Clearance.

Why Fujitsu?

We are an organization with a strong set of values and a history of respecting fairness and equality, whilst promoting diversity, equity and inclusion. We constantly push ourselves to do better and strive to bring together a diverse mix of perspectives and talents in an inclusive environment, where we encourage our people to bring their full selves to work. We call this Be Completely You.

• We put people first. We believe in the power of diversity to drive innovation and our Work180 accreditation, AWEI (Australian Workplace Equality Index) Gold Employer status and Rainbow Tick certification for LGBTI+ inclusion show that we value an inclusive culture.
• We offer tailored career paths across our global organization to support your professional and personal growth.
• Our customers trust us. We have an excellent reputation across the region and globally.
• Best in class reward and recognition programs flexible work, volunteering leave and more.
• We live our values of aspiration, trust and empathy, all day, every day.

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 contact [e-mail] for a copy of our Frequently Asked Questions to assist with the recruitment journey. For all other general inquiries, please contact [e-mail]

If you dont tick every box in this job description, please dont rule yourself out. Research suggests that women and other people in underrepresented groups tend to only apply if they meet every requirement. We focus on hiring people who value inclusion, collaboration, adaptability, courage, and integrity, rather than ticking boxes so if this resonates with you, then please apply. For more information, please email [e-mail].

Search Firm Representatives Please Read Carefully

Fujitsu does not accept unsolicited assistance from search firms for employment opportunities. All CVs or resumes submitted by search firms to any employee at our company without a valid written agreement in place for this position will be considered the sole property of our company. No fee will be paid if a candidate is hired by Fujitsu due to an agency referral where no existing agreement is in place with the Fujitsu Talent Acquisition Team. Where agency agreements are in place, introductions must be through engagement by the Fujitsu Talent Acquisition Team.

For Security Cleared Roles - PLEASE NOTE:

Due to the inherent requirements of the role, candidates must be Australian Citizens and hold a minimum Baseline Australian Federal Government Security Clearance. As a consequence of these restrictions and requirements, applicants may be adversely impacted if they are not Australian citizens, are dual nationals, hold citizenship from proscribed countries or are not of Australian national origin. Please refer to Discrimination (Fujitsu Australia Limited) Exemption 2017 (No 1) Notifiable instrument NI2020-672 (ACT).