Desktop Support Technician
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 Desktop Support role is to provide 2nd level support to a Federal Government customer. This will include support for Win7/WIN10, corporate / COTS applications, processes and end user experiences improvements.

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.

• 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.
• 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 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 Desktop Team Leader, to support consistent and efficient delivery of business outcomes and reduce variances.

Experience

• Demonstrated understanding of ITIL principals;
• Ability to liaise with multiple vendors, customers and stakeholders at a technical level;
• Ability to respond to client enquiries promptly, courteously and efficiently;
• High level written and verbal communication skills;
• Demonstrated ability to use initiative and be able to manage your time effectively;
• Demonstrated ability to work both independently and within a team environment;
• Demonstrated ability to multi-task and prioritise;
• Demonstrated ability to follow instructions to completion;
• Demonstrated ability to self-manage.
• Defence knowledge/experience advantageous

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 certain circumstances may impose a requirement that certain workers be vaccinated against COVID-19 (or otherwise have a valid exemption). Also, for client facing roles, many 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 well being of our people and consultation with our staff, Fujitsu has introduced a Vaccination Requirements policy which requires all persons entering a Fujitsu workplace, attending a Fujitsu work-related event, or entering other premises to undertake work on Fujitsu’s behalf to be fully vaccinated against COVID-19 or the subject of an appropriate exemption (and to provide evidence of the same). Consequently, as a result of Fujitsu’s policy, and, where applicable , customer and legislated vaccination requirements, Fujitsu requires all new employees to be fully vaccinated or have an authorised exemption approved by Fujitsu’s Crisis management Team (CMT). Recruits will be required to provide evidence of their vaccination status as part of the recruitment process.