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Client and Service Management Officers

2 months ago

Canberra, Australia Fujitsu Full time

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

  • Federal Government Client
  • 12 Months Contract
  • Minimum Baseline Security Clearance

We are seeking an experienced Client and Service Management Officer to work within our clients Technology and Infrastructure Operations Branch as part of the ICT Services Team. You will play a crucial role in delivering exceptional customer service and technical support to all personnel across the agency.

The ideal candidate will excel in customer service, possess strong problem-solving skills and have a foundational understanding of IT systems and services.

Please note a minimum Baseline security clearance is required for this role.

About you

Responsibilities and Accountabilities:

  • Serve as the initial point of contact for ONI staff and partners seeking assistance with IT-related issues, providing prompt and courteous service.
  • Log and track service requests and incidents using the Jira ticketing system.
  • Ensure issues are resolved within established service level agreements (SLAs).
  • Provide technical support for a range of IT issues, including hardware, software, and network problems.
  • Escalate more complex issues to higher-level support as needed.
  • Process and manage service requests, including user account creation, access management, and software installations.
  • Maintain accurate and up-to-date records of client interactions, issue resolutions, and service requests.
  • Document recurring issues and provide feedback for knowledge base improvements.
  • Communicate effectively with clients to keep them informed about the status of their requests and provide clear, concise instructions and updates.
  • Use troubleshooting techniques to diagnose and resolve common IT issues, ensuring minimal disruption to client operations.
  • Contribute to the continuous improvement of client service processes and procedures.
  • Provide feedback and suggestions for enhancing service delivery.

Requirements:

  • Baseline Security Clearance
  • 5 years previous experience working in a data warehousing environment preferred.
  • Prior experience in customer service or technical support role
  • Basic to Intermediate understanding of IT systems, hardware, and software.
  • Familiarity with Windows operating systems and applications, including:
  • Microsoft Windows, SQL, Exchange, SharePoint, SCCM
  • Microsoft 365 Services (Productivity/Collaboration and Security primarily)
  • Microsoft Azure
  • Understanding of Mobility solutions, including end-user devices and device management.
  • Excellent verbal and written communication skills. Ability to explain technical concepts in a clear and understandable manner.
  • Strong analytical and problem-solving skills with a proactive approach to identifying and addressing issues.
  • Demonstrated ability to deliver high-quality customer service and manage client expectations effectively.
  • Strong organisational skills with the ability to manage multiple tasks and priorities in a fast-paced environment.

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 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.

Commitment to Diversity, Equity and Inclusion

As an inclusive employer, Fujitsu aims to recruit a diverse range of talents to help us achieve our purpose. In line with our diversity, equity, and inclusion strategy, we highly welcome applications from women and gender-diverse people; Aboriginal and Torres Strait Islander people; Māori and Pacific people; LGBTI+ people; people with a disability; culturally and linguistically diverse people; veterans, Australian Defence Force (ADF) and emergency responders. Transgender and gender-diverse applicants can request a copy of our Frequently Asked Questions to assist with the recruitment journey.

If you don't tick every box in this job description, please don't rule yourself out. Research suggests that underrepresented groups tend to only apply if they meet every requirement. We focus on hiring people who value inclusion, collaboration, adaptability, courage, and integrity, rather than ticking boxes so if this resonates with you, then please apply. For more information, please email careersapac@fujitsu.com.

Search Firm Representatives PLEASE READ: Fujitsu does not accept unsolicited assistance from search firms for employment opportunities. All CVs or resumes submitted by search firms to any employee at our company without a valid written agreement in place for this position will be considered the sole property of our company. No fee will be paid if a candidate is hired by Fujitsu due to an agency referral where no existing agreement is in place with the Fujitsu Talent Acquisition Team. Where agency agreements are in place, introductions must be through engagement by the Fujitsu Talent Acquisition Team.

For Security Cleared Roles PLEASE NOTE: Due to the inherent requirements of the role, candidates must be Australian Citizens and hold an Australian Federal Government Security Clearance. The role will or will likely involve access to controlled technology and 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. Please refer to Discrimination (Fujitsu Australia Limited) Exemption 2017 (No 1) Notifiable instrument NI2020-672 (ACT).