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Service Desk Analyst
2 months ago
Service Desk Analyst
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
We are looking for a Service Desk Analyst to join our team. This role reports into Practice Manager and is based in Melbourne, Australia.
Responsibilities and Accountabilities
The Service Desk Agent is accountable to fulfil the following responsibilities:
- 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 user's expectations and requirements through to Incident/Service Request resolution
- Be familiar with, and to ensure achievement of Customer Contractual Service Level Targets for all Service Desk services including contact handling (phone email and other) as well as Incidents and Service Requests.
- Actively manage and take ownership of all Incidents, Queries, Complaints, Service Requests that are assigned to the Service Desk Analyst through to resolution.
- 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.
- 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 were 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
- Knowledge of first level service centre call resolution
- Knowledge of escalation procedures
- Hardware and software troubleshooting including determination of an issue as an Incident.
- Awareness of ITIL best practice methodology
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.
