Service Desk Pro: 1st/2nd Line Support | Auckland

Asia Pacific Region; Auckland; On-site; NZD 60,000 - 75,000; Full time

Job summary

Fujitsu in Auckland is seeking a full-time Service Desk Analyst/Helpdesk to support business hours, Monday to Friday, 40 hours weekly, with shifts from 7am to 6pm.

The role requires technical proficiency in Microsoft Desktops and Applications and basic server knowledge, plus strong customer service and communication skills. Citizens/PR only.

You will log and resolve incidents, provide first/second line support, and escalate as needed, while aiming to resolve many issues within minutes.

Qualifications

• Experience in a customer service role for at least 12 months.
• Excellent communication and team skills.
• Citizens/PR only.
• Intermediate Active Directory desirable.
• Intermediate remote access management desirable.

Responsibilities

• Provide End Users with a high level of Customer Service throughout all communications.
• Incident/Service Request detection and recording via adherence to the Service Desk Script and Call Logging procedure.
• Provide 1st / 2nd level support for investigation and resolution of Incidents and Service Requests.
• Resolve as many Incidents/Requests as possible within a ten-minute window using knowledge and KB articles.
• Escalate to 2nd level Resolver Groups when appropriate and manage 3rd party providers.
• Maintain end-user communication per Incident/Service Request procedures to meet SL targets.
• Close Incidents/Service Requests upon resolution.
• Carry out other duties as assigned by the Team Leader.

Skills

Customer service

Communication skills

Team skills

Service Desk experience

Tools

Active Directory

Remote access management

Job description

Fujitsu in Auckland is seeking a full-time Service Desk Analyst/Helpdesk to support business hours, Monday to Friday, 40 hours weekly, with shifts from 7am to 6pm.

The role requires technical proficiency in Microsoft Desktops and Applications and basic server knowledge, plus strong customer service and communication skills. Citizens/PR only.

You will log and resolve incidents, provide first/second line support, and escalate as needed, while aiming to resolve many issues within minutes.