Service Desk Analyst - Melbourne, Australia - Fujitsu

    Fujitsu
    Fujitsu Melbourne, Australia

    2 weeks ago

    Default job background
    Full time
    Description

    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

    • Be known by the customer as a person they enjoy engaging with and someone who owns their issues and gets things resolved for them.
    • Support of End User , infrastructure and services across multiple technology streams including, Hardware, OS, Software, Networks, Server, Print etc.
    • Respond to, resolve incidents and SRs within agreed SLA, and follow Fujitsu breach reporting process for any failed SLAs.
    • Asset refresh relocation deployment and decommission maintaining data integrity within the CMDB.
    • Maintenance and housekeeping of customers physical infrastructure including but not limited to End User equipment, peripherals, telephony, print devices, audio/visual conferencing equipment.
    • Manage customer expectations by keeping them updated as their case progresses, notifying of any delays.
    • All customer interactions and activities are logged and maintained in the correct client ITSM tool.
    • Point of contact for major incidents as directed.
    • Ensure prompt escalation of any operational issues.
    • Ensure that all Timesheets and project efforts are accurately recorded and submitted on time as per company requirements.
    • Ensure all required training is completed on time.
    • Be aware WHS practices, instructions and policy as set out by Fujitsu and Customer.
    • Carry out other work as assigned by TL or Fujitsu management.


    About you

    • Demonstrated level 1 technical knowledge of hardware and peripherals i.e. laptops, notebooks, workstations desktop PC's, printers, media and audio-visual equipment BYOD and mobility.
    • Strong knowledge of End User & software applications i.e. Operating Systems such as MS Windows and OSX Microsoft Office, Antivirus software and systems.
    • Experience and knowledge of the use of an incident management toolsets.
    • Good Knowledge of Active Directory, Microsoft Exchange, SCCM, End-Point Imaging, SOE creation and maintenance.
    • Good knowledge of IT infrastructure and network equipment i.e. routers, switches, servers, virtualization, VPN, RSA, Citrix, VMware, Hyper-Converged Infrastructures
    • Strong verbal and written communication, ability to articulate technical information to the target audience.
    • Excellent presentation and customer facing skills.
    • Understanding of the ITIL framework.
    • Experience and or Certifications in Azure and Microsoft 365 products.
    • Demonstrated working knowledge of IOS and Android Operating Systems,
    • Experience with a range of end user management tools including but not limited to SCCM and In Tune.
    • Experience with Service Now.
    • 6+ months troubleshooting and maintaining PCs in a Windows environment.
    • 6+ months experience with end user technology support.


    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 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.

    As an inclusive employer, Fujitsu aims to recruit a diverse range of talents to help us achieve our purpose. In line with our diversity, equity and inclusion strategy, we welcome applications from women and gender diverse people; Aboriginal and Torres Strait Islander people; Māori and Pacific people; LGBTI+ people; people with a disability; culturally and linguistically diverse people; and veterans and emergency responders.Transgender and gender diverse applicants can also access our Frequently Asked Questions to assist with the recruitment journey.


    If you don't tick every box in this job description, please don't rule yourself out. Research suggests that women and other people in underrepresented groups tend to only apply if they meet every requirement. We focus on hiring people who value inclusion, collaboration, adaptability, courage, and integrity, rather than ticking boxes – so if this resonates with you, then please apply.