Service Desk Analyst - level 1 Support

JobSpace; Auckland; On-site; NZD 60,000 - 80,000; Full time

Job summary

Fujitsu in Auckland seeks a Service Desk Analyst to provide 1st and 2nd line IT support during business hours. You will log, triage, and resolve incidents and service requests, offering high levels of customer service while following defined procedures.

The role requires a 12-month background in IT support, strong communication skills, and familiarity with Active Directory. Availability for Australian/ NZ business hours and a customer-focused mindset are essential.

Qualifications

• Experience in a customer service role for at least 12 months.
• Excellent communication and teamwork skills.
• Citizens/PR only.

Responsibilities

• Provide 1st/2nd level service desk support for incidents and service requests.
• Log calls and follow Service Desk scripts to record and resolve issues.
• Escalate complex incidents to 2nd level or third-party providers as needed.
• Maintain communication with end users during resolution to manage expectations.
• Ensure incidents and service requests meet contractual service levels.
• Close incidents and service requests when resolved per procedures.
• Assist Team Leader with other duties as required.

Skills

Microsoft Desktops & Apps

Active Directory

Remote access management

Job description

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

Key responsibilities will include but not be limited to the following:

• 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 resolution
• 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.

Requirements and Experience

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 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. If you don't tick every box in this job description, please don't rule yourself out. Research suggests that underrepresented groups tend to only apply if they meet every requirement. We focus on hiring people who value inclusion, collaboration, adaptability, courage, and integrity, rather than ticking boxes so if this resonates with you, then please apply.