Service Desk Analyst
2 weeks ago
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's 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 North Sydney and on-site.
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 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 (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 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 methodologyWhy 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
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