Senior Service Desk Analyst

Fujitsu Australia and New Zealand

Location: Canberra

Job Type: Full time

Posted

Be brave, not perfect.
- Reshma Saujani

Senior Service Desk Analyst
Location: Canberra

We are Fujitsu. A Japanese company with a strong set of values and a history of respecting fairness and equality, whilst promoting diversity 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 are inclusive. As a responsible business, it is important to us that we reflect the diversity of our society and customers. Globally, Fujitsu is not only a Disability Confident company, a Times Top 50 employer for Women, and a signatory for the Race at Work Charter. We are also committed to the United Nations Sustainable Development Goals and in Australia we have been recognised as an AWEI Bronze employer for our LGBTI+ inclusion. We also have specific inclusion efforts with First Nations Peoples in New Zealand through our Maori and Pacific Peoples Inclusion Plan and in Australia with our Reconciliation Action Plan.

We are people centric. This means we care about our people (and their families and communities) and appreciate that everyone has a life outside of work. By supporting our people to Work Your Way, we empower them to achieve a flexible and respectful approach to work which suits them and our customers best - this could be working hours, location, or a flexible approach to their working day.
We want you to thrive. If working for a progressive organisation, with a continuing commitment to diversity and inclusion is important, you should apply.

Shape your world and achieve together


The Service Desk Analyst role is to provide efficiencies and knowledge to a Federal Government customer by providing ICT Service Desk, Management and Support and to improve the end user experience.

Building your own path to success:
  • Providing support to our customer, you will ensure prompt resolution of Incidents and Service Requests, either by resolving them yourself, or through appropriate escalation to a higher level.
  • You will manage calls from initiation to resolution, ensuring the customer is kept informed all the way, and ensuring 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.
  • To 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.
  • 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.
  • 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.
  • 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.

Experience:
  • Previous experience in a customer-focused role (call centre environment ideal)
  • Excellent English verbal and written communication skills
  • Advanced Customer Service ability
  • Knowledge of call logging, escalation and follow-up procedures
  • Knowledge of first level service centre call resolution
  • Knowledge of escalation procedures
  • An interest and/or experience with technology, especially in a Microsoft environment.
  • Excellent problem-solving skills
  • Previous experience in Active Directory
  • Previous experience in Service Now advantageous
  • Self-motivation and ability in punctuality, time management, presentation and administration
  • An IT certification (desirable)

PLEASE NOTE: Due to the inherent requirements of the role, candidates must be Australian Citizens and hold a minimum NV1 or NV2 Security Clearance. The role will or will likely involve access to controlled technology, 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 ).


Fujitsu complies with government legislation in various jurisdictions which in some circumstances may impose a requirement that certain workers be vaccinated against COVID-19 (or otherwise have a valid exemption). Also, for client facing roles, some of our customers require our staff to be vaccinated to attend their workplaces. Based on Fujitsu’s assessment of workplace risk and the safety and wellbeing of our people and consultation with our staff, Fujitsu has a Vaccination Requirements policy which requires all new employees to have received at least two COVID-19 vaccinations or have a medical exemption or otherwise be approved by the Crisis Management Team (CMT). Exemptions will need to be reviewed and approved by Fujitsu’s CMT, prior to being employed. Note that for some roles, employees may need booster vaccination(s) in accordance with a public health order or customer requirement. Recruits will be required to provide evidence of their vaccination status as part of the recruitment process.
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