Service Desk Analyst - Melbourne, Australia - Fujitsu

Fujitsu

Verified Company

Melbourne, Australia

3 days ago

Posted by:

Olivia Brown

beBee Recruiter

Description

Location:

Melbourne
Victoria
Date Published:

16-Aug-2023

Job Reference:

BH-149693

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

Provide 1st / 2nd level support for the investigation and resolution of all reported and registered Incidents and Service Requests
All possible attempts should be made to resolve all resolvable Incidents and Service Requests within a tenminute window using personal technical knowledge, knowledge base articles, procedures and scripted questions.
Escalation of reported and registered Incidents/Service Requests to 2nd level Resolver Groups where appropriate
Escalation and management of Incidents referred to 3rd party service providers
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 resoltuion
Ensure achievement of Customer Contractual Service Level Targets for all Incidents and Service Requests.
Incident/Service Request closure upon the resolution of an Incident or Service Request via the defined process.
The Service Desk Analyst will also carry out other duties as may be specified from time to time by the Team Leader.

About you

Experience in a customer service role either in a service industry or computer support role for at least 12 months
Excellent communication and team skills
Intermediate LAN or WAN Networking
Intermediate MS Office 365 & Intermediate MS Windows 10
Intermediate MS Outlook/Exchange
Intermediate Citrix Environment
Accredited Customer Service Training (desirable)
MCP, MSCE, CNP, CCNA or related industry qualification (desirable)
AZURE qualification (desirable)

Why Fujitsu?

We are an organisation 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 Work180 accreditation, AWEI 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 organisation 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.