Service Desk Analyst - 24/7 IT Support (Hybrid, Sydney)

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

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.