Service Desk Analyst — Hybrid & 24/7 Sydney Support

Fujitsu Australia Limited; Sydney; On-site; AUD 60,000 - 75,000; Full time

Job summary

Fujitsu Australia Limited is seeking a motivated Service Desk Analyst to join our Sydney-based team. You will be the first point of contact for customers, providing Level 1 and Level 2 support and guiding users through incidents to resolution.

In this hands-on role, you will troubleshoot hardware, software and access issues, log and track requests, and communicate clearly with technical and non-technical users. A 24/7 roster is involved, and Australian citizenship is mandatory.

Qualifications

• 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.
• 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.

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.
• Maintain regular communication with users throughout the resolution process.
• Administer user and domain accounts through Active Directory.

Skills

Customer service

Communication

Problem solving

Time management

Attention to detail

ITIL knowledge

Tools

Active Directory

Microsoft 365

Windows 10/11

Outlook/Exchange

LAN/WAN

Remote access

Hardware troubleshooting

Job description

Fujitsu Australia Limited is seeking a motivated Service Desk Analyst to join our Sydney-based team. You will be the first point of contact for customers, providing Level 1 and Level 2 support and guiding users through incidents to resolution.

In this hands-on role, you will troubleshoot hardware, software and access issues, log and track requests, and communicate clearly with technical and non-technical users. A 24/7 roster is involved, and Australian citizenship is mandatory.