Service Desk Analyst

Fujitsu; City of Melbourne; Hybrid; AUD 60,000 - 75,000; Full time

Benefits offered by this job

Flexible work arrangements

Career growth opportunities

Diversity and inclusion initiatives

Job summary

Fujitsu is looking for a dynamic Service Desk Analyst to join their team in Melbourne. This role serves as a single point of contact for customer queries, managing incidents and service requests to ensure high-quality resolutions.

The ideal candidate will have at least 12 months of experience, strong customer service skills, and a commitment to diversity and inclusion. This position offers a hybrid work environment, valuing flexibility and personal growth.

Qualifications

• At least 12 months experience in a helpdesk/customer service role.
• Advanced telephone skills, with the ability to communicate technical concepts.
• Knowledge of ITIL best practices.

Responsibilities

• Assess customer requirements and source competitive solutions.
• Provide high-level customer service throughout all communications.
• Diagnose all incidents through troubleshooting.

Skills

Advanced customer service skills

Intermediate communication skills

Conflict resolution skills

Time management

Hardware/software troubleshooting

Job description

We are Fujitsu, a global leader in technology and business solutions that transform organizations and the world around us. We bring innovation and expertise, continuously working to contribute to the growth of society and our customers.

About the Role

• Location: Melbourne
• Hybrid environment (2 days onsite)
• Australian citizenship is mandatory

We are seeking a dynamic Service Desk Analyst to provide a high‑quality single point of contact as part of a Service Desk service to Fujitsu’s customers. This includes managing all incidents, queries, service requests through to successful resolution and closure.

Responsibilities and Accountabilities

• Assess customer requirements and source competitive solutions from vendors and distributors
• Provide a high level of customer service throughout all communications with the end user
• Respond efficiently and action all contacts in accordance with applicable Service Level Agreements, Operational Level Agreements and Key Performance Indicators
• Diagnose all incidents, queries, complaints, service requests or change requests via troubleshooting, correctly categorising and assigning priority
• Be familiar with and comply with all procedures applicable to the Service Desk as published in the Service Desk document repository
• Provide advice and information on procedures or technical fixes to the end user to ensure successful resolution of the issue or query
• Maintain continual end user contact as per the Fujitsu Incident Management Procedure/Fujitsu Service Request Management Procedure
• Actively manage and take ownership of all incidents, queries, complaints, service requests assigned to the Service Desk through to resolution

Requirements

• Australian citizenship is mandatory
• Aboriginal and/or Torres Strait Islanders are highly encouraged to apply
• At least 12 months of experience in a helpdesk/customer service role, demonstrating advanced customer service practice
• Intermediate communication skills, both written and face‑to‑face
• Advanced telephone skills, including empathy and the ability to communicate technical concepts to non‑technical customers
• Strong conflict resolution skills
• Advanced personal management: punctuality, attendance, and presentation
• Good time management
• Knowledge of call logging, escalation and follow‑up procedures
• Knowledge of first‑level service centre call resolution
• Knowledge of escalation procedures
• Hardware and software troubleshooting, including identifying incidents as incidents
• Awareness of ITIL best practice methodology

Benefits

• We put people first, valuing diversity and fostering an inclusive environment
• Tailored career paths across our global organization to support professional and personal growth
• Excellent reputation across the region and globally
• Best‑in‑class reward and recognition programs, flexible work, volunteering leave and more
• Live our values of aspiration, trust, and empathy, every day

Commitment to Diversity, Equity and Inclusion

As an inclusive employer, Fujitsu aims to recruit a diverse range of talent. We highly 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, veterans, Australian Defence Force and emergency responders. We encourage candidates who value inclusion, collaboration, adaptability, courage, and integrity to apply.