Service Desk Analyst

Fujitsu Limited; Sydney; Hybrid; AUD 65,000 - 90,000; Full time

Job summary

Fujitsu is seeking a Service Desk Analyst in Sydney to deliver Level 1–2 support for hardware, software, and account access across a rotating 24/7 roster. You will resolve incidents, assist users via phone, email and self-service, and escalate where needed.

The role requires strong customer service, clear communication, and ITIL awareness, with on-site/hybrid working options in a dynamic global tech environment.

Qualifications

• At least 12 months' experience in a Help Desk, Service Desk, IT support or customer service environment.
• Strong customer service skills with empathy and professionalism.
• Good written and verbal communication skills.
• Experience logging, managing, escalating and following up incidents and service requests.

Responsibilities

• Provide Level 1 and Level 2 support for incidents and service requests.
• Respond to requests for technical assistance via phone, email, self-service and other support channels.
• Diagnose and resolve hardware, software, application and access issues.
• Provide remote technical support and troubleshooting.
• Log, categorise, prioritise, track and manage incidents and service requests through the ticketing system.
• Work towards resolving issues at first contact wherever possible.
• Escalate incidents to appropriate resolver groups or third-party providers when required.
• Maintain regular communication with users throughout the resolution process.
• Administer user and domain accounts through Active Directory.
• Support user access to applications, network drives, email accounts, printers and other business systems.
• Support desktops, laptops, printers, telephones and other hardware peripherals.
• Assist users with Microsoft applications and other business systems.
• Meet agreed service levels and ensure incidents and requests are accurately documented and closed.
• Deliver a consistently high level of customer service

Skills

Help Desk

Customer service

Communication

Troubleshooting

ITIL basics

Roster flexibility

Tools

Active Directory

Citrix

LAN/WAN

Remote access

Office 365

Windows 10/11

Job description

We Are Fujitsu

We use technology to make happier lives. We are a global leader in technology and business solutions that transform organizations 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

Role: Service Desk Analyst

Location: Sydney, Australia (On-site / hybrid)

We are seeking a motivated and customer-focused Service Desk Analyst to join our team based Sydney.

As a Service Desk Analyst, you will provide a high-quality single point of contact for Fujitsu's customers, supporting users with technical incidents, queries and service requests through to successful resolution and closure.

This is a hands-on support role where you will troubleshoot hardware, software and access issues, provide Level 1 and Level 2 support, and ensure customers receive timely and professional assistance.

This role operates within a rotating 24/7 roster, including scheduled day, evening, overnight, weekend and public holiday coverage. Candidates must be comfortable and available to work across the full rotating roster. Australian Citizenship is mandatory for this position.

About you

You are a customer-focused problem solver who enjoys helping people and working through technical challenges. You communicate confidently with both technical and non-technical users and are comfortable working in a fast-paced Service Desk environment.

You will bring:

• At least 12 months' experience in a Help Desk, Service Desk, IT support or customer service environment
• Strong customer service skills with the ability to demonstrate empathy and professionalism
• Good written and verbal communication skills
• The ability to explain technical concepts clearly to non-technical users
• Experience logging, managing, escalating and following up incidents and service requests
• Hardware and software troubleshooting capability
• Good time management, reliability and attention to detail
• An understanding of ITIL principles and Service Desk processes
• The ability and flexibility to work within a 24/7 rotating roster, including days, evenings, overnight shifts, weekends and public holidays

Responsibilities and Accountabilities

As part of the Service Desk team, you will:

• Provide Level 1 and Level 2 support for incidents and service requests
• Respond to requests for technical assistance via phone, email, self-service and other support channels
• Diagnose and resolve hardware, software, application and access issues
• Provide remote technical support and troubleshooting
• Log, categorise, prioritise, track and manage incidents and service requests through the ticketing system
• Work towards resolving issues at first contact wherever possible
• Escalate incidents to appropriate resolver groups or third-party providers when required
• Maintain regular communication with users throughout the resolution process
• Administer user and domain accounts through Active Directory
• Support user access to applications, network drives, email accounts, printers and other business systems
• Support desktops, laptops, printers, telephones and other hardware peripherals
• Assist users with Microsoft applications and other business systems
• Meet agreed service levels and ensure incidents and requests are accurately documented and closed
• Deliver a consistently high level of customer service

Requirements and Experience

Experience or knowledge across the following would be highly regarded:

• Microsoft Office 365
• Microsoft Windows 10/11
• Microsoft Outlook / Exchange
• Active Directory
• Citrix environments
• LAN/WAN networking
• Remote access technologies
• Desktop and laptop hardware troubleshooting
• User access and account administration
• ITIL-based incident and service request management

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 AWEI (Australian Workplace Equality Index) Platinum 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.

Commitment to Diversity, Equity and Inclusion

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 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 (ADF) and emergency responders. Transgender and gender-diverse applicants can request a copy of our Frequently Asked Questions to assist with the recruitment journey.

If you don't tick every box in this job description, please don't rule yourself out. Research suggests that 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].