Service Desk Analyst

4 months ago

Canberra, Australia Fujitsu Full time

About the job 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 searching for a number of junior **Service Desk Analysts **with AGSVA security clearance to support our Government/Defence clients in managing a range of ICT capabilities to support ICT operations. This will include providing Level 1 and Level 2 technical support following ITIL methodology.

An AGSVA security clearance is essential to this role and therefore our preference are with Australian citizens with clearance.

**About you**

Responsibilities and Accountabilities:

- 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.

**Requirements**:

- AGSVA Security Clearance
- 3-4 years similar experience within Government or Defence
- ITIL and ICT proficiency and experience
- Sound communication and customer service skills

**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 Work180 accreditation, 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 flexible work, volunteering leave and more.
- We live our values of aspiration, trust and empathy, all day, every day.

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