Service Desk Analyst

About the job Service Desk Analyst

**Service Desk Analyst**

**Melbourne location**

**We Are Fujitsu**

We use technology to make happier lives. We are a global leader in technology and business solutions that transform organizations 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**

The purpose of the Service Desk Analyst is to provide a high-quality single point of contact, as part of a Service Desk service to Fujitsu customers. This includes the management of all incidents, queries, service requests through to successful resolution and closure. This is to be achieved by the Service Desk Analyst fulfilling the responsibilities for the role. This role is based in Melbourne and hybrid working.

**Responsibilities and Accountabilities**

The Service Desk Analyst is accountable to fulfil the following responsibilities in order to do the job:

- Provide a high level of customer service throughout all communications with the end user.
- All contacts are to be captured and recorded into the standard service management software, as Incidents, Queries, Complaints, Service Requests, or Change Requests. This is performed in accordance with the Service Desk Script and call logging procedures. All mandatory information is to be captured and confirmed as per the directions in the Service Desk Script.
- Respond efficiently and action all contacts in accordance with applicable Service Level Agreements, Operational Level Agreements and Key Performance Indicators.
- All Incidents, Queries, Complaints, Service Requests, or Change Requests must be initially diagnosed via troubleshooting following the directions in the applicable procedures. This includes the correct categorisation and assignment of priority.
- 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.
- Provide advice and information on procedures or technical fixes to the end user in order to ensure a successful resolution to the issue or query.
- Provide continual end user contact as per the Fujitsu Incident Management Procedure/Fujitsu Service Request Management Procedure, so as to manage the end users expectations and requirements through to Incident/Service Request resolution
- Actively manage and take ownership of all Incidents, Queries, Complaints, Service Requests that are assigned to the Service Desk Analyst (or which have been logged by the Service Desk Analyst) through to resolution. This is to be done via monitoring, tracking and communication with other groups as required, in accordance with Fujitsu's Incident Management Procedure. This includes escalation to 2nd level Resolver Groups, or to 3rd party service providers, where required, and also closure upon resolution in accordance with the defined process.
- 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.
- ServiceDesk Analysts on a Technical Service Desk where there is an SLA for Fixed-on-First are also to 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. When this is not possible, Incidents and Service Requests are to be escalated in accordance with set procedures and service level targets.
- To be familiar with and compliant to all Security policies applicable to the operation of the Service Desk including both Fujitsu and customer policies.
- 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 ServiceDesk Team Leader, to support consistent and efficient delivery of business outcomes and reduce variances.
- Contribute to the Knowledge bases that the team uses by creating/reviewing/ updating knowledge articles at the required frequency.

**Requirements and Experience**
- Experience in a Helpdesk/ customer service role either in a service industry or IT support role for at least 12 months, demonstrating an advanced practice of customer service
- Intermediate communication skills, both written and face-to-face
- Advanced telephone skills including the use of empathy with customers situation and ability to communicate technical concepts to non-technical customers.
- Intermediate conflict resolution
- Advanced personal management: punctuality, attendance, and presentation
- Good Time management
- Knowledge of call logging, escalation and follow-up procedures