Service Desk Analyst
2 months ago
About the job Service Desk Analyst
**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**
We are looking for a Service Desk Analyst to join our team. This role reports into Practice Manager and is based in Melbourne, Australia.
**Responsibilities and Accountabilities**
The Service Desk Agent is accountable to fulfil the following responsibilities:
- Provide a high level of customer service throughout all communications with the end user.
- All contacts are to be captured and recorded into the standard service management software, as Incidents, Queries, Complaints, Service Requests, or Change Requests. This is performed in accordance with the Service Desk Script and call logging procedures. All mandatory information is to be captured and confirmed as per the directions in the Service Desk Script.
- Respond efficiently and action all contacts in accordance with applicable Service Level Agreements, Operational Level Agreements and Key Performance Indicators.
- All Incidents, Queries, Complaints, Service Requests, or Change Requests must be initially diagnosed via troubleshooting following the directions in the applicable procedures. This includes the correct categorisation and assignment of priority.
- 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.
- Provide advice and information on procedures or technical fixes to the end user in order to ensure a successful resolution to the issue or query.
- Provide continual end user contact as per the Fujitsu Incident Management Procedure/Fujitsu Service Request Management Procedure, so as to manage the end user's expectations and requirements through to Incident/Service Request resolution
- Actively manage and take ownership of all Incidents, Queries, Complaints, Service Requests that are assigned to the Service Desk Analyst through to resolution.
- 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.
- 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 were identified to the ServiceDesk Team Leader, to support consistent and efficient delivery of business outcomes and reduce variances.
- Contribute to the Knowledge bases that the team uses by creating/reviewing/ updating knowledge articles at the required frequency.
**Requirements and Experience**
- Experience in a Helpdesk/ customer service role either in a service industry or IT support role for at least 12 months, demonstrating an advanced practice of customer service
- Intermediate communication skills, both written and face-to-face
- Advanced telephone skills including the use of empathy with customers situation and ability to communicate technical concepts to non-technical customers.
- Intermediate conflict resolution
- Advanced personal management: punctuality, attendance, and presentation
- Good Time management
- Knowledge of call logging, escalation and follow-up procedures
- Knowledge of first level service centre call resolution
- Knowledge of escalation procedures
- Hardware and software troubleshooting including determination of an issue as an Incident.
- Awareness of ITIL best practice methodology
**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 call this Be Completely You.
- ** 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 fl
-
Service Desk Analyst
5 months ago
Melbourne, Australia Granite Consulting Full timeAmazing culture - Melbourne based with some regional travel - Focus on high level stakeholder service The Service Desk Analyst will be providing 1st point of contact customer service and technical support to internal users and other IT staff. In this role you get to trouble shoot incidents and seek to provide solutions or escalate issues in an efficient...
-
Service Desk Analyst
7 days ago
Melbourne, Australia Optus Full time**Service Desk Analyst**: **Date**:13 Nov 2024 **Location**: Melbourne, Australia **Company**:Singtel Group **It starts with YES!** As a Service Desk Analyst (SDA) you’re required to act as a central point of contact providing assistance to Optus customers and enabling them to make effective use of their Optus products and services. You will be...
-
Service Desk Analyst
2 months ago
Melbourne, Australia Specsavers AU Full timeContract TypeFull time, Permanent RegionMelbourne (Support Office) Job FamilySupport Office|Job Category Technology / IT by08/11 2024 What you'll do **What we can offer you** At Specsavers, we know that to be your best and reach your full potential you need to work somewhere that will bring out your best. We pride ourselves on offering a workplace...
-
Service Desk Analyst
2 months ago
Melbourne, Australia Talent International Full timeGovernment Department – Contract until 17th of January 2025 Burwood Location – Working from Home Level 1 IT Support This position requires an experienced and customer focused Service Desk Analyst to be the first point of contact in a service desk environment. Key Accountabilities Provide direct customer support via phone, email, instant messaging or...
-
IT Service Desk Analyst
6 months ago
Melbourne, Australia Australian Bureau of Meteorology Full timeAPS Level 5, Ongoing - $76,783 - $83,683 + 15.4% super - Melbourne The Bureau of Meteorology is seeking a qualified IT Service Desk Analyst to provide Level 1 Information and Communications Technology (ICT) technical support - Nationwide (including Bureau remote offices) based out at the Bureau's Melbourne office as part of a team spread across multiple...
-
Service Desk Analyst
3 months ago
Melbourne, Australia Parliament of Victoria Full timeLocation: Melbourne | CBD Job type: Full time / 12 Months Organisation: Parliament of Victoria **Salary**: $74,580 - $82,571 Occupation: IT and Telecommunications Reference: VG/10092024 At the Department of Parliamentary Services, our employees are the key to our success. Together we deliver innovative, professional and apolitical services to support...
-
Service Desk Analyst
6 months ago
Melbourne City Centre, Australia HAYS Full timeService Desk Analyst | Healthcare Industry | Fast Growing Organisation | South-Eastern Suburbs **Your new company** Work with a well established Healthcare organisation, as they grow their Service Desk team! Based in Melbourne's, South Eastern Suburbs, our client offer a hybrid working model where they can enjoy collaborating in the office 3 days per week....
-
Service Desk Analyst
6 months ago
Melbourne, Australia Profusion PAC Pty Ltd Full time6 month initial contract with a view to extension/perm - Global financial services organisation - Collaborative, high-performing culture - **IT Service Desk Analyst Level 2 - 6+ month min contract**: - **Global financial services organisation**: - **Collaborative, high-performing culture** - **WFH 2 days per week minimum** **Company Overview** Profusion...
-
Service Desk Analyst
3 weeks ago
Melbourne, Victoria, Australia ASG Group Full timeJob DescriptionWe are seeking an experienced Service Desk Analyst to provide exceptional technical support to our internal staff. As the first point of contact for users, you will diagnose and resolve a broad range of technical requests and issues via phone, remote access, email, and face-to-face interactions.Your key responsibilities will include:Providing...
-
Service Desk Analyst
5 months ago
Melbourne, Australia M&T Resources Full time**Melbourne** **IT & Telecomms** Help Desk / Support - Southeast suburbs - immediate start - 3-month initial contract - with possible extensions - Great govt client Our client is a local government located in the Southeast suburbs who are looking for a passionate and experience Service Desk Analyst to provide IT technical support, answering calls, work...
-
Service Desk Analyst
6 months ago
Melbourne Eastern Suburbs, Australia Robert Half Full timeDeliver excellent customer service whilst providing IT support to end-users in a professional setting. **The Company** *** **The Role** Reporting to the Service Desk Manager, the Service Desk Analyst is responsible for providing IT support to various end-users in a collaborative, team-based environment. Key responsibilities include: - Administering the...
-
Service Desk Analyst
5 months ago
Melbourne Northern Suburbs, Australia HAYS Full timeIT Service Desk Analyst job available | North-West | Permanent North-West | Permanent | Immediate start **Your new company** A growing Managed Service Provider in Melbourne’s North-West requires a Service Desk Analyst for a permanent opportunity commencing immediately. The company promotes a collaborative and supportive work environment, offering...
-
IT Service Desk Analyst
6 months ago
Melbourne City Centre, Australia HAYS Full timeIT Service Desk Analyst job available at a global FMCG organisation | Permanent | Richmond | ASAP **Your new company** A global FMCG organisation requires an IT Service Desk Analyst for a permanent opportunity commencing immediately, to be based onsite in Richmond. The company promotes a collaborative and supportive work environment, offering exposure to...
-
APS4 Service Desk Analyst
1 month ago
Melbourne, Victoria, Australia Comcare Full timeJob InformationThe Technology and Information Management (TAIM) Unit at Comcare is seeking a highly skilled Service Desk Analyst to join their team. As a key member of the Technology Service Desk team, you will provide responsive and respectful frontline support to users of Comcare's ICT systems.Key ResponsibilitiesProvide responsible, reliable, and...
-
Service Desk Analyst
5 months ago
Melbourne, Australia Experis Full timeA local government client **Short Term contract role** Rate - $48/hour - $55/hour + Super (depending on experience and skills) Location - Narre Warren (South Eastern Melbourne) **About the role -** **Skills**: - Degree or diploma in information technology or equivalent qualification is a must - Solid 5- 7 years' experience as a **Service Desk or within...
-
Service Desk Analyst
5 months ago
Melbourne, Australia PanAsia HR Resourcing Full time**Downloading, installing and configuring software to meet user requirements.**: - **Testing and updating existing software.**: - Escalating advanced IT support cases. - **Maintaining IT documentation including network and user details.**: - Documenting records of actions taken. - **Fixing hardware issues including replacing equipment and peripherals such...
-
Service Desk Analyst
3 months ago
Melbourne, Australia Australian Health Practitioner Regulation Agency (AHPRA) Full time**Job no**: V13861 **Work type**: Ongoing Full Time **Location**: Melbourne **Categories**: Information Technology - Full time, permanent position - Melbourne location, 5 days in office - Commencing immediately The Australian Health Practitioner Regulation Agency (Ahpra) works in partnership with 15 National Boards to implement the national regulatory...
-
IT Service Desk Analyst
2 months ago
Melbourne, Australia Rentokil Initial Full timeOur friendly IT team have a fantastic opportunity for an enthusiastic and experienced Service Desk analyst who has a passion for all things technology to join the team in Port Melbourne. This role upholds excellence in all Service Delivery and Service Management Activities in accordance with ITIL principles. The purpose of the role will be to be the first...
-
Service Desk Analyst
5 months ago
East Melbourne, Australia Gallagher Full timeAbout Us: Indulge your passion for problem-solving and embrace the thrill of addressing risk head-on at Gallagher's global brokerage team. Join a family of diverse minds, united by a relentless pursuit of excellence. As part of our team, you'll be the architect of protection, safeguarding businesses and empowering their ambitions. Together, we'll build a...
-
Service Desk Analyst
3 months ago
Melbourne City Centre, Australia Parliament of Victoria Full timeDepartment of Parliamentary Services We have a Service Desk Analyst opportunity for a 12 month fixed-term to assist in providing level 1 and 2 IT support to our clients. - PoV Grade 3, $74,580 - $82,571 About the role Are you looking for a role where you can provide service desk support to a diverse client group including Members of Parliament? In this role...
