Service Desk Analyst - IT Support & Customer Care

Fujitsu Australia Limited; Auckland; On-site; NZD 55,000 - 70,000; Full time

Job summary

Fujitsu Australia Limited in Auckland is seeking a full-time Service Desk Analyst / Helpdesk to join our team. The role operates in business hours (Mon–Fri) with 40 hours per week, including shifts between 7am and 6pm.

You will log and resolve user issues, provide 1st/2nd line support, and work from a Service Desk environment with a focus on fast, effective problem resolution. The ideal candidate brings a broad technical support background, including Microsoft Desktops and Applications, and

Qualifications

• Experience in a customer service role in a service industry or computer support role.
• Excellent communication and team skills.

Responsibilities

• 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.

Skills

Customer service

Communication

Teamwork

Microsoft Windows

Server knowledge

Tools

Active Directory

Remote access management

Job description

Fujitsu Australia Limited in Auckland is seeking a full-time Service Desk Analyst / Helpdesk to join our team. The role operates in business hours (Mon–Fri) with 40 hours per week, including shifts between 7am and 6pm.

You will log and resolve user issues, provide 1st/2nd line support, and work from a Service Desk environment with a focus on fast, effective problem resolution. The ideal candidate brings a broad technical support background, including Microsoft Desktops and Applications, and