Service Desk Analyst

About the Role We are seeking an experienced and customer-focused Service Desk Analyst (Level 1–2) to provide high‑quality technical support across a large enterprise environment. The ideal candidate will have strong troubleshooting skills, excellent communication abilities and the capability to work effectively in a fast‑paced environment. Responsibilities and Accountabilities Provide Level 1–2 technical support across Microsoft 365, Windows, and macOS environments. Respond to incidents and service requests via phone, e‑mail, and ticketing system. Diagnose and resolve issues related to: Windows 10/11 OS Endpoint imaging and device provisioning Active Directory account and group administration Remote support tools (RDP, SCCM, Intune, Quick Assist) Network access issues including internet, VPN, and RDP connectivity MFA, conditional access, and cyber‑security controls Apple/macOS (basic configuration, authentication, Office for Mac) Support onboarding / off‑boarding processes including account provisioning Use ITSM tools to log, classify,/escalate and resolve incidents and requests. Adhere to ITIL processes for Incident, Request, and Knowledge Management. Review performance metrics, KPIs, and SLA reports to maintain and improve service quality. Contribute to knowledge‑base articles and follow documented procedures. Log and escalates clinical technology incidents with urgency and clarity when applicable. Provide excellent customer service with a calm and empathetic approach. Requirements and Experience 1–3 years’ experience in a Service Desk, IT Helpdesk, or Desktop Support position. Strong hands‑on experience supporting enterprise environments. Proficiency in Microsoft 365, Windows OS, endpoint provisioning and Active Directory. Experience with ITSM ticketing systems. Understanding of ITIL best practices. Ability to interpret SLA/KPI metrics and service performance insights. Experience with onboarding / off‑boarding processes and account provisioning workflows. Strong written and verbal communication skills. Excellent problem‑solving, time management and attention to detail. Customer‑focused, professional and able to remain calm under pressure. Ability to follow technical documentation and contribute to knowledge articles. Benefits – Why Fujitsu? We put people first and value diversity, driving innovation. We offer tailored career paths across our global organisation. Our customers trust us – we have an excellent reputation. Best‑in‑class reward and recognition, flexible work, volunteering leave, and more. We live our values of aspiration, trust and empathy, every day. Commitment to Diversity, Equity and Inclusion As an inclusive employer, Fujitsu intentionally recruits a diverse range of talents. We highly 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; veterans, Australian Defence Force and emergency responders. 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, collaboration, adaptability, courage and integrity. If this resonates with you, please apply. For Security Cleared Roles – PLEASE NOTE Due to inherent requirements of the role, candidates must be Australian citizens and hold an Australian Federal Government Security Clearance. The role will involve access to controlled technology and must satisfy additional restrictions and requirements such as International Traffic in Arms Regulations and Export Administration Regulations. Applicants who are not Australian citizens, dual nationals or hold citizenship from proscribed countries may be adversely impacted. Southbank, Victoria, Australia #J-18808-Ljbffr