Service Desk Analyst
vor 7 Stunden
Service Desk AnalystMelbourne locationWe Are FujitsuWe use technology to make happier lives.
We are a global leader in technology and business solutions that transform organizations and the world around us.About the roleThe purpose of the Service Desk Analyst is to provide a high-quality single point of contact, as part of a Service Desk service to Fujitsu customers.
This includes the management of all incidents, queries, service requests through to successful resolution and closure.
This role is based in Melbourne and hybrid working.Responsibilities and AccountabilitiesProvide a high level of customer service throughout all communications with the end user.All contacts are to be captured and recorded into the standard service management software, as Incidents, Queries, Complaints, Service Requests, or Change Requests.Respond efficiently and action all contacts in accordance with applicable Service Level Agreements, Operational Level Agreements and Key Performance Indicators.Diagnose all Incidents, Queries, Complaints, Service Requests, or Change Requests via troubleshooting.Be familiar with and compliant to all procedures applicable to the Service Desk.Provide advice and information on procedures or technical fixes to the end user.Provide continual end user contact as per the Fujitsu Incident Management Procedure.Ensure achievement of Customer Contractual Service Level Targets for all Service Desk services.Actively manage and take ownership of all Incidents, Queries, Complaints, Service Requests assigned to the Service Desk Analyst.Continue to record all activities performed as part of the management of all issues or queries worked on.Make all possible attempts to resolve all resolvable Incidents and Service Requests within a ten-minute window.Be familiar with and compliant to all Security policies applicable to the operation of the Service Desk.Demonstrate improvement in achieving the Key Performance Indicators for the role.Participate in team meetings to focus on key activities of improvement.Recommend improvements in processes to the ServiceDesk Team Leader.Contribute to the Knowledge bases that the team uses.Requirements and ExperienceExperience in a Helpdesk/ customer service role for at least 12 months.Intermediate communication skills, both written and face-to-face.Advanced telephone skills including the use of empathy with customers.Intermediate conflict resolution skills.Advanced personal management: punctuality, attendance, and presentation.Good time management.Knowledge of call logging and escalation procedures.Hardware and software troubleshooting skills.Awareness of ITIL best practice methodology.Why Fujitsu?We are an organization with a strong set of values and a history of respecting fairness and equality, whilst promoting diversity, equity, and inclusion.We put people first.We offer tailored career paths.Our customers trust us.Best in-class reward and recognition programs.We live our values of aspiration, trust, and empathy.Commitment to Diversity, Equity and InclusionAs an inclusive employer, Fujitsu aims to recruit a diverse range of talents to help us achieve our purpose.If you don't tick every box in this job description, please don't rule yourself out.
We focus on hiring people who value inclusion and collaboration.
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