AddressService Desk Analyst , Baseline cleared - Fujitsu
About the role
We are looking for a baseline cleared Service Desk Analyst to provide efficiencies and knowledge to a Federal Government customer by providing ICT Service Desk, Management and Support and to improve the end user experience.
About you
Responsibilities and Accountabilities:
- Providing support to our customer, you will ensure prompt resolution of Incidents and Service Requests, either by resolving them yourself, or through appropriate escalation to a higher level.
- You will manage calls from initiation to resolution, ensuring the customer is kept informed all the way, and ensuring expectations are set and met.
- Provide a high level of customer service throughout all communications with the end user.
- Respond efficiently to all contacts in accordance with applicable Service Level Agreements, Operational Level Agreements and Key Performance Indicators.
- To be familiar with and compliant to all procedures applicable to the Service Desk, as published in document repository for the Service Desk which the Service Desk Analyst works on.
- Continue to record into the standard service management software, all activities performed as part of the management of all issues or queries worked on, up to and including closure.
- To be familiar with and compliant to all Security policies applicable to the operation of the Service Desk including both Fujitsu and customer policies.
- Make all possible attempts to resolve all resolvable Incidents and Service Requests within a ten-minute window using personal technical knowledge, knowledge base articles, procedures and scripted questions.
- To be familiar with and to demonstrate improvement in achieving the Key Performance Indicators, as well as the Company Core Competencies and Role Based Competencies for the role.
Requirements:
- 6 to 12 months proven experience as a Service Desk (or similar role).
- Baseline clearance required
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 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 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.
For Security cleared roles - PLEASE NOTE: Due to the inherent requirements of the role, candidates must be Australian Citizens and hold a minimum Baseline 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).
