Senior ICT Service Desk Support Specialist

2 weeks ago

Sydney, New South Wales, Australia Fujitsu Full time
About the Role

We are seeking a highly skilled and customer-focused ICT Service Desk Support Specialist to join our team at Fujitsu. As a key member of our service delivery team, you will be responsible for providing technical support to our customers, ensuring prompt resolution of incidents and service requests, and maintaining a high level of customer satisfaction.

Key Responsibilities
  • Provide technical support to customers via phone, email, or in-person, resolving incidents and service requests in a timely and professional manner.
  • Manage calls from initiation to resolution, ensuring customers are informed and expectations are set and met.
  • Provide a high level of customer service throughout all communications, responding efficiently to contacts in accordance with applicable SLAs.
  • Continue to record all activities performed as part of the management of issues or queries worked on, up to and including closure.
  • Make all possible attempts to resolve resolvable incidents and service requests within a ten-minute window using personal technical knowledge, knowledge base articles, procedures, and scripted questions.
Requirements
  • Demonstrated experience troubleshooting and maintaining PCs in a Windows environment.
  • Good experience with end-user technology support.
  • Basic knowledge of the ITIL framework.
  • Strong customer-focused approach in dealing with clients.
  • Sound knowledge of SOE principles and concepts.
  • Able to work under self-direction as required in completing duties and delivering services.
  • Experience in problem management as leveraged by a desktop team.
  • Experience in desktop diagnostic tools.
  • Strong written and verbal communication skills.
  • Self-motivation and ability in punctuality, time management, presentation, and administration.
Additional Requirements
  • Candidates must be Australian Citizens and hold a minimum Baseline Australian Federal Government Security Clearance.
  • The role may involve access to controlled technology, requiring additional restrictions and requirements as a consequence of the International Traffic in Arms Regulations and the Export Administration Regulations.

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