Service Desk Analysts

Fujitsu; Wellington; On-site; NZD 60,000 - 80,000; Full time

Job summary

A global technology leader is seeking a Service Desk Analyst to provide primary support, incident management, and exceptional customer service. The ideal candidate has at least 12 months' experience in a service role, excellent communication skills, and technical familiarity with LAN/WAN networking, MS Office 365, and Active Directory. This position is based in Wellington and offers a hybrid working model that supports both in-office and remote work environments.

Qualifications

• At least 12 months of experience in a customer service or computer support role.
• Excellent communication and team skills.
• Experience with incident management and service request handling.

Responsibilities

• Provide high-level customer service to end users.
• Detect and record incidents and service requests.
• Provide 1st/2nd level support for incident investigation and resolution.

Skills

Customer Service

Communication Skills

Conflict Resolution

Self-Motivation

Education

Diploma in Information Technology

Tools

MS Office 365

MS Windows 11

Active Directory

Citrix Environment

Job description

Service Desk Analyst

Wellington location

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.

About the role

This role provides primary Service Desk support that includes:

Incident Management:

• Incident detection and recording
• Classification of all incidents and 1st / 2nd level support
• 1st / 2nd level investigation and diagnosis
• 1st / 2nd level Resolution and Recovery
• Incident Management - ownership, monitoring, tracking and communication as per Fujitsus Incident Management Procedure
• Incident closure

This role is based in Wellington and offers hybrid working.

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 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.

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

Technical Competencies

• Intermediate LAN or WAN Networking
• Intermediate MS Office 365
• Intermediate MS Windows 11
• Intermediate MS Outlook/Exchange
• Intermediate Citrix Environment
• Intermediate Active Directory
• Intermediate remote access management

Non-Technical Competencies

• Advanced Customer Service
• Intermediate Communication Skills, both written and oral
• Intermediate Conflict Resolution
• Intermediate self-motivation
• Advanced Personal Management – punctuality, attendance, presentation and administration

Qualifications

• Undertaken a computer course at University, TAFE or similar (e.g., Diploma in Information Technology) (desirable)
• Accredited Customer Service Training (desirable)MCP, MSCE, CNP, CCNA or related industry qualification (desirable)
• AZURE qualification (desirable)

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. For more information, please email [e-mail].

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.