Service Desk Analyst
3 weeks ago
**Location**:
- Melbourne - Victoria**Date Published**:
- 21-Feb-2024**Job Reference**:
BH-157212
**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 technical knowledge of hardware and peripherals i.e. laptops, notebooks, workstations desktop PC’s, printers, media and audio-visual 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.
- 6+ months troubleshooting and maintaining PCs in a Windows environment.
- 6+ months 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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