Expression of Interest - Service Desk Analyst

Service Desk Analyst

Canberra location

This opportunity is open to only professionals who identify as Aboriginal and/or Torres Strait Islander, as it is a genuinely identified position.

We Are Fujitsu

We use technology to make happier lives. We are a global leader in technology and business solutions that transform organizations 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

The purpose of the Service Desk Analyst is to provide a high-quality single point of contact, as part of a Service Desk service to Fujitsus customers. This includes the management of all incidents, queries, service requests through to successful resolution and closure. This is to be achieved by the Service Desk Analyst fulfilling the responsibilities for the role

Australian Citizenship is mandatory.

Responsibilities and Accountabilities

The key responsibilities and associated duties of the position fall into the following main areas:

• Deliver professional, high‑quality customer service to all end users.
• Log and update all contacts accurately in the service management system.
• Diagnose issues, troubleshoot, and prioritise incidents and requests.
• Resolve matters within SLA targets or escalate when required.
• Keep users informed throughout the lifecycle of their issue or request.
• Take ownership of assigned tasks through to resolution and closure.
• Document all actions and maintain accurate records.
• Attempt first‑call resolution using knowledge articles and procedures.
• Follow all Service Desk procedures and security policies.
• Contribute to improvements, team performance, and knowledge base updates.

Required Skills and Experience

• You identify as Aboriginal and/or Torres Strait Islander.
• Australian Citizenship is mandatory.
• Experience in a Helpdesk/ customer service role 
• Intermediate communication skills, both written and face-to-face
• Advanced telephone skills including the use of empathy with customers situation and ability to communicate technical concepts to non-technical customers
• Advanced personal management: punctuality, attendance, and presentation
• Hardware and software troubleshooting including determination of an issue as an Incident
• Candidates without prior experience may still be considered, as comprehensive training is available through our apprenticeship program.

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 put people first. We believe in the power of diversity to drive innovation and our AWEI (Australian Workplace Equality Index) 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 organization 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.

Commitment to Diversity, Equity and Inclusion

This position is designated as an affirmative measure role for Aboriginal and Torres Strait Islander peoples under section 25 of the Public Service Act 1999 (or equivalent enabling legislation). To be eligible for this position, applicants must identify as an Aboriginal and/or Torres Strait Islander person.

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 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 (ADF) and emergency responders. Transgender and gender-diverse applicants can request a copy of 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 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 more information, please email careersapac@fujitsu.com.

Search Firm Representatives – PLEASE READ:

Fujitsu does not accept unsolicited assistance from search firms for employment opportunities. All CVs or resumes submitted by search firms to any employee at our company without a valid written agreement in place for this position will be considered the sole property of our company. No fee will be paid if a candidate is hired by Fujitsu due to an agency referral where no existing agreement is in place with the Fujitsu Talent Acquisition Team. Where agency agreements are in place, introductions must be through engagement by the Fujitsu Talent Acquisition Team.

For Security Cleared Roles - PLEASE NOTE:

Due to the inherent requirements of the role, candidates must be Australian Citizens and hold a Australian Federal Government Security Clearance. The role will or will likely involve access to controlled technology, and 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).