Service Desk Analyst

2 weeks ago


Perth, Western Australia Fujitsu Full time

Location:

  • Perth
  • Western Australia
    Date Published:
  • 16Nov2023
    Job Reference:
BH-153907

Service Desk Analyst

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.


About the role

  • Be known by the customer as a person they enjoy engaging with and someone who owns their issues and gets things resolved for them.
  • Support of End User, infrastructure and services across multiple technology streams including, Hardware, OS, Software, Networks, Server, Print etc.
  • Respond to, resolve incidents and SRs within agreed SLA, and follow Fujitsu breach reporting process for any failed SLAs.
  • Asset refresh relocation deployment and decommission maintaining data integrity within the CMDB.
  • Maintenance and housekeeping of customers physical infrastructure including but not limited to End User equipment, peripherals, telephony, print devices, audio/visual conferencing equipment.
  • Manage customer expectations by keeping them updated as their case progresses, notifying of any delays.
  • All customer interactions and activities are logged and maintained in the correct client ITSM tool.
  • Point of contact for major incidents as directed.
  • Ensure prompt escalation of any operational issues.
  • Ensure that all Timesheets and project efforts are accurately recorded and submitted on time as per company requirements.
  • Ensure all required training is completed on time.
  • Be aware WHS practices, instructions and policy as set out by Fujitsu and Customer.
  • Carry out other work as assigned by TL or Fujitsu management.

About you

  • Demonstrated level 1 and 2 technical knowledge of hardware and peripherals i.e. laptops, notebooks, workstations desktop PC's, printers, media and audiovisual equipment BYOD and mobility.
  • Experience and knowledge of the use of an incident management toolsets.
  • Good Knowledge of Active Directory, Microsoft Exchange, SCCM, End-Point Imaging, SOE creation and maintenance.
  • Good knowledge of IT infrastructure and network equipment i.e. routers, switches, servers, virtualization, VPN, RSA, Citrix, VMware, Hyper-Converged Infrastructures
  • Strong verbal and written communication, ability to articulate technical information to the target audience.
  • Excellent presentation and customer facing skills.
  • Understanding of the ITIL framework.
  • Experience and or Certifications in Azure and Microsoft 365 products.
  • Demonstrated working knowledge of IOS and Android Operating Systems,
  • Experience with a range of end user management tools including but not limited to SCCM and In Tune.
  • Experience with Service Now.
  • 2+ years troubleshooting and maintaining PCs in a Windows environment.
  • 2+ years' experience with end user technology support.

Why Fujitsu?


We are an organisation 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 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 organisation 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.

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