Service Desk Support Specialist
3 hours ago
Responsibilities:
* Provide technical support to customers, resolving incidents and service requests in a timely and efficient manner.
* 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 Service Level Agreements, Operational Level Agreements, and Key Performance Indicators.
* Familiarize yourself with and comply with all procedures applicable to the Service Desk, as published in the document repository for the Service Desk.
* Record all activities performed as part of the management of all issues or queries worked on, up to and including closure.
* Familiarize yourself with and comply with 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.
* Participate in team meetings to focus the 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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