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Service Desk Analysts

4 weeks ago

Canberra, Australia Fujitsu Full time

Location:
- Canberra - Australian Capital Territory- Date Published:
- 28-May-2023- Job Reference:
BH-18447

**Service Desk Analysts**

**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**

We are looking for a number of security cleared (NV1, NV2 or PV) Service Desk Analysts to provide efficiencies and knowledge to a Federal Government customer by providing ICT Service Desk, Management and Support and to improve the end user experience. Certain roles require 24/7 shift work.

**About you**
- Providing support to our customer, you will ensure prompt resolution of Incidents and Service Requests, either by resolving them yourself, or through appropriate escalation to a higher level.
- You will manage calls from initiation to resolution, ensuring the customer is kept informed all the way, and ensuring expectations are set and met.
- Provide a high level of customer service throughout all communications with the end user.
- Respond efficiently to all contacts in accordance with applicable Service Level Agreements, Operational Level Agreements and Key Performance Indicators.
- To be familiar with and compliant to all procedures applicable to the Service Desk, as published in document repository for the Service Desk which the Service Desk Analyst works on.
- Continue to record into the standard service management software, all activities performed as part of the management of all issues or queries worked on, up to and including closure.
- To be familiar with and compliant to all Security policies applicable to the operation of the Service Desk including both Fujitsu and customer policies.
- Make all possible attempts to resolve all resolvable Incidents and Service Requests within a ten minute window using personal technical knowledge, knowledge base articles, procedures and scripted questions.
- To be familiar with and to demonstrate improvement in achieving the Key Performance Indicators, as well as the Company Core Competencies and Role Based Competencies for the role.
- Participate in team meetings to focus team on key activities of improvement, achieving weekly performance targets.
- Recommend improvements in processes where identified to the Service Desk Team Leader, to support consistent and efficient delivery of business outcomes and reduce variances.

**Experience**:

- Self-motivation and ability in punctuality, time management, presentation and administration.
- Previous experience in a customer-focused role (call centre environment ideal)
- Excellent English verbal and written communication skills
- Advanced Customer Service ability
- Active Directory Experience.
- Use of Service Now advantageous
- Knowledge of call logging, escalation and follow-up procedures
- Knowledge of first level service centre call resolution
- Knowledge of escalation procedures
- An interest and/or experience with technology, especially in a Microsoft environment.
- Excellent problem solving skills
- An IT certification (desirable).

**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 Work180 accreditation, 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.

**_For Security cleared roles - PLEASE NOTE:_**
***:

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