Service Desk Agent

Fujitsu; Auckland; Vor Ort; NZD 52.000 - 76.000; Vollzeit

Zusammenfassung

Fujitsu in Auckland is seeking a full-time Service Desk Analyst to provide first-line and second-line support during business hours. You will log, investigate, and resolve incidents and service requests, escalating where necessary to meet SLA targets.

The role emphasizes strong customer service and technical proficiency with Microsoft Desktops/Applications and basic server knowledge. The ideal candidate has 12+ months in a service or computer support role, solid communication skills, and is

Qualifikationen

• 12 months experience in a customer service or computer support role
• Excellent communication and teamwork skills
• Citizens/PR only
• Intermediate Active Directory (nice to have)
• Intermediate remote access management (nice to have)

Aufgaben

• Provide end users with high level customer service
• Log incidents and service requests via the Service Desk procedure
• Provide 1st/2nd line support for incidents and requests
• Resolve incidents/requests where possible within 10 minutes
• Escalate to 2nd/3rd level resolver groups when needed
• Maintain end user communication per procedures to manage expectations
• Ensure adherence to contractual service targets and close incidents when resolved
• Carry out additional duties as assigned by the Team Leader

Kenntnisse

Service desk experience

Microsoft Desktops and Applications

Server knowledge

Active Directory

Remote access management

Tools

Active Directory

Remote access tools

Jobbeschreibung

Job Location: Auckland

Location Flexibility: Primary Location Only

Req Id: 13368

Posting Start Date: 10/20/26

We are Fujitsu

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

We\'re looking for a full time, permanent, Service Desk Analyst / Helpdesk based in Auckland. This role will be a business hours support role – Monday to Friday, with shifts ranging between 7am and 6pm at total of 40 hours per week. You will need to be technically proficient, and also willing to work on a Service Desk, logging support calls from our client and resolving them yourself in most cases.

Our ideal candidate will have a broad technical support background including Service Desk experience. Technical skills should include Microsoft Desktops and Applications, as well as basic Server knowledge

Responsibilities And Accountabilities

• Provide End Users with a high level of Customer Service throughout all communications such as initial contact


• Incident/Service Request detection and recording via adherence to the Service Desk Script and Call Logging procedure


• Provide 1st / 2nd level support for the investigation and resolution of all reported and registered Incidents and Service Requests


• All possible attempts should be made to resolve all resolvable Incidents and Service Requests within a ten-minute window using personal technical knowledge, knowledge base articles, procedures and scripted questions.


• Escalation of reported and registered Incidents/Service Requests to 2nd level Resolver Groups where appropriate


• Escalation and management of Incidents referred to 3rd party service providers


• Provide continual end user contact as per the Fujitsu Incident Management Procedure/Fujitsu Service Request Management Procedure, so as to manage the end users expectations and requirements through to Incident/Service Request resoltuion


• Ensure achievement of Customer Contractual Service Level Targets for all Incidents and Service Requests.


• Incident/Service Request closure upon the resolution of an Incident or Service Request via the defined process.


• The Service Desk Analyst will also carry out other duties as may be specified from time to time by the Team Leader.

Experience

Requirements and Experience

• Experience in a customer service role either in a service industry or computer support role for at least 12 months


• Excellent communication and team skills


• Citizens/PR only


• Intermediate Active Directory like to have


• Intermediate remote access management like to have

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) Gold 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.

Search Firm Representatives – PLEASE READ

Fujitsu does not accept unsolicited assistance from search firms for employment opportunities. All CVs or resumes submitted by search firms to any employee at our company without a valid written agreement in place for this position will be considered the sole property of our company. No fee will be paid if a candidate is hired by Fujitsu due to an agency referral where no existing agreement is in place with the Fujitsu Talent Acquisition Team. Where agency agreements are in place, introductions must be through engagement by the Fujitsu Talent Acquisition Team.

Relocation Supported: No

Visa Sponsorship Approved: No