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Service Desk Expert

Fujitsu Australia and New Zealand

Location: Canberra

Job Type: Full time


Incident Management Analyst

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 Gold 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

Fujitsu Federal Government region are seeking an Incident Management Analyst for an opportunity in Canberra working with our Defence client.

This position requires the candidate to contribute to Fujitsu as an organisation and deliver exceptional customer service for the Certificate and Directory Management team.

  • Assisting with the monitoring of service pertaining to the Certificate and Directory Management and alerting the responsible team to drive restoration of services.
  • The review, progression and monitoring of CDMC Change requests and Problem Records.
  • Actioning jobs relating to CDMC services. This includes user administration, certificate approvals, Data migration, and foreign data entry.
  • Monitoring CDMC mailboxes on different network for requests for information or requests for administration.
  • Processing Smart card requests.
  • Proactively managing Incidents and service request created on behalf of clients.
  • Liaising with other support groups to resolve incidents and service requests
  • Actively managing ad hoc requests where clients are requesting advice and information.
  • Assisting in the creation of Knowledge documents in support of Certificate and Directory Management processes.

    Building your own path to success:

To be successful in this role, you will have:
  • A proven ability to quickly establish productive working relationships with stakeholders.
  • Knowledge of the principles and practices associated with ITIL best practice for Incident Management.
  • Technical understanding of Windows Operating environments.
    Sound knowledge of Government ICT environments infrastructure and support.

PLEASE NOTE: Due to the inherent requirements of the role, candidates must be Australian Citizens and hold a minimum NV1 or NV2 Australian Federal Government 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 recruits to have received at least two COVID-19 vaccinations or have an approved 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.