Advanced On-site ICT Specialist

2 months ago

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

We are seeking a skilled On-site ICT Specialist to join our team at Fujitsu. As a key member of our support team, you will be responsible for providing efficient and knowledgeable ICT service desk management and support to our customers.

Key Responsibilities
  • Provide prompt resolution of Incidents and Service Requests, either by resolving them yourself or through appropriate escalation to a higher level.
  • Manage calls from initiation to resolution, ensuring the customer is kept informed and 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 SLAs.
  • Record all activities performed as part of the management of all issues or queries worked on, up to and including closure.
  • 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.
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.
Important Notes

Due to the inherent requirements of the role, candidates must be Australian Citizens and hold a minimum Baseline Australian Federal Government Security Clearance.

The role will or will likely involve access to controlled technology, must satisfy additional restrictions and requirements as a consequence of the International Traffic in Arms Regulations and the Export Administration Regulations.

As a consequence of these restrictions and requirements, applicants may be adversely impacted if they are not Australian citizens, are dual nationals, hold citizenship from proscribed countries, or are not of Australian national origin.

Fujitsu complies with government legislation in various jurisdictions which in certain circumstances may impose a requirement that certain workers be vaccinated against COVID-19 (or otherwise have a valid exemption).

Based on Fujitsu's assessment of workplace risk and the safety and wellbeing of our people and consultation with our staff, Fujitsu has introduced a Vaccination Requirements policy which requires all persons entering a Fujitsu workplace, attending a Fujitsu work-related event, or entering other premises to undertake work on Fujitsu's behalf to be fully vaccinated against COVID-19 or the subject of an appropriate exemption (and to provide evidence of the same).

Consequently, as a result of Fujitsu's policy, and, where applicable, customer and legislated vaccination requirements, Fujitsu requires all new employees to be fully vaccinated or have an authorised exemption approved by Fujitsu's Crisis Management Team (CMT).

Recruits will be required to provide evidence of their vaccination status as part of the recruitment process.

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