Service Desk Analyst

Fujitsu; Sydney; On-site; AUD 65,000 - 90,000; Part time

Job summary

Fujitsu in Sydney seeks a Level 2 Service Desk Analyst to handle first-level IT support across multiple channels, document incidents, and coordinate with the Digital team. You will contribute to knowledge sharing and ensure timely resolution of issues.

The role requires strong Windows 11 expertise, excellent communication skills, and the ability to manage priorities while meeting SLAs. A 6-month contract offers hands-on exposure to NSW Government IT environments.

Qualifications

• Experience in a Service Desk, Help Desk, or ICT support role.
• Strong knowledge of Windows operating systems, especially Windows 11.
• Experience troubleshooting end-user hardware and software issues.
• Experience using Service Desk/ticketing systems.
• ITIL accreditation or willingness to obtain it.
• Ability to manage competing priorities while meeting SLAs.
• Excellent communication and customer service skills.

Responsibilities

• Provide responsive Level 1 Service Desk support in person and remotely.
• Diagnose and resolve hardware, software, Windows and connectivity issues.
• Log, update, managing and closing incidents and service requests within the ticketing system.
• Manage tickets in accordance with established SLAs and escalation procedures.
• Build, configure and test laptops in line with SOE requirements.
• Install and maintain standard user equipment, applications and IT tools.
• Support Windows 11 and associated end-user technologies.
• Assist with technology deployments, rollouts and testing activities.

Skills

Teamwork

Windows 11

Microsoft 365

Copilot

Communication

Problem solving

Prioritization

Confidentiality

ITIL awareness

Customer service

Education

IT qualifications

Job description

As a Level 2 Service Desk Analyst you will be a key member of the team – handling requests across various channels including phone, self‑service and walk‑ups. You’ll follow established procedures to understand customer needs, provide solutions or escalations as required.

Key responsibilities:

• First Level Support: Handle first level calls, document and resolve incidents and requests, investigate and resolve hardware/software issues, provide technical support for client events and meetings, and participate in After Hours roster.
• Monitoring and Follow‑up: Track and document progress of incidents and requests, ensure timely communication with stakeholders, and escalated when necessary.
• Whole of Firm Support: Recognise and detail recurring issues, and assist in determining root causes and addressing them appropriately.
• Service Ethic: Flexibly support the team, participate in rostering and on‑call duties, and understand business consequences to ensure appropriate priority and continuous handling.
• Training and Development: Identify recurring issues for systematic approaches, contribute to the knowledge base, and present learnings to colleagues.
• Escalation and Coordination: Escalate issues within the Digital team as required and provide coordination and assistance in resolving complex problems.

Skills & experience:

• A track record of working collaboratively in a team environment providing a range of assistance.
• Deeper than average familiarity with, and understanding of, Microsoft Windows, M365, Copilot.
• A deep commitment to quality and service.
• Demonstrated capacity to manage work priorities, problem solve, manage deadlines and targets, and maintain strict confidentiality.
• High level oral and written communication skills.
• Curiosity for the ways systems work, the ways they go wrong, and the ways to correct them.

What you'll need to succeed:

• Previous experience in a Service Desk, Help Desk, Desktop Support, ICT Support or IT Support role.
• Strong knowledge of Windows operating systems, particularly Windows 11.
• Experience troubleshooting end‑user hardware and software issues.
• Experience building, configuring or deploying laptops and end‑user devices.
• Experience using Service Desk/ticketing systems.
• Good understanding of incident management, service requests and escalation processes.
• Knowledge of SOE environments.
• Strong communication and customer service skills.
• Ability to communicate technical information to non‑technical users.
• Ability to manage competing priorities while meeting agreed SLAs.
• Relevant IT qualifications and/or IT service delivery experience.
• ITIL accreditation or willingness to obtain it.
• Previous experience within NSW Government/public sector environments, ICT asset management, user access management, remote support or technology rollouts will be highly regarded.

What you’ll get in return:

• A 6‑month contract based in Sydney.
• Opportunity to gain further experience within a NSW Government environment.
• Hands‑on exposure to Service Desk operations, Windows 11, SOE and end‑user technology.
• Collaborative and customer‑focused ICT environment.
• Opportunity to develop your technical support and IT service delivery experience.

Your new role context and responsibilities:

• Providing responsive Level 1 Service Desk support both in person and remotely.
• Diagnosing and resolving hardware, software, Windows and connectivity issues.
• Logging, updating, managing and closing incidents and service requests within the ticketing system.
• Managing tickets in accordance with established SLAs and escalation procedures.
• Building, configuring and testing laptops in line with Standard Operating Environment (SOE) requirements.
• Installing and maintaining standard user equipment, applications and IT tools.
• Supporting Windows 11 and associated end‑user technologies.
• Managing user access in accordance with ICT policies and security requirements.
• Provisioning, collecting and replacing laptops and other ICT equipment.
• Maintaining accurate ICT asset and inventory records.
• Supporting remote users with connectivity and access issues.
• Escalating complex incidents to appropriate ICT teams.
• Assisting with technology deployments, rollouts and testing activities.

Compensation & benefits are not specified.