Expression of Interest - Senior Service Desk Analyst

Expression of Interest - Senior 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 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 Senior Service Desk Analyst is to complete the duties of a Service Desk Analyst and to support the Service Desk Squad Manager and manage the team in the Squad Manager's absence.

This is to be achieved by the Senior Service Desk Analyst fulfilling the responsibilities of the role.

• Supervision of day-to-day tasks of Service Desk Analysts and the telephone and ticket management queue to ensure team output meets at least the required service level agreement, operational and delivery standards and supports Fujitsu's financial targets.
• All customer calls, including escalations (incoming and outgoing) dealt with promptly and in a
• professional manner in line with Fujitsu processes and customer SLA's.
• Manage delivery of internal and customer reports within deadlines so as to satisfy routine general controls audits that may be undertaken by Fujitsu or the customer from time to time.
• Champions compliance with Fujitsu and customer operational, security and business policy.
• Supports key delivery processes including
• service desk
• incident management, service request management
• service level management
• Create and maintain documentation on standard processes and operating procedures and changes or variations to the standard processes.
• Develop (with support of your Squad Manager, or the Service Desk Service Owner) and lead plans to remedy any compliance issues with the delivery of services as those issues pertain to the scope of the services delivered by the team.
• Undertake people management activities for the team including recruitment, orientation, training.
• Manage team members' completion of timesheets, leave requests, overtime, on-call, time in lieu
• Helping complete quality audits on the work being performed by the team (phone/ticket etc)
• The Senior Service Desk Agent will also carry out other duties as may be specified from time to time by the Service Desk Squad Manager, or in their absence, then by the Service Desk Service Owner.

This role is based in Wellington and offers hybrid working.

Responsibilities and Accountabilities

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

• Provide support to the Service Desk Squad Manager as prescribed under the Senior Service Desk Agent Responsibilities section.
• Assume the Team Leader role and responsibilities as prescribed under the Senior Service Desk Agent Responsibilities section when the Squad Manager is away.
• Maintain awareness of incoming workload, urgent activities requiring immediate focus, and coordinate assigning tasks to others on the team
• Provide End User's with a high level of Customer Service throughout all communications such as initial contact
• Incident/Service Request detection and recording via adherence to the Service Desk Script and Call Logging procedure
• Provide 1st / 2nd level support for the investigation and resolution of all reported and registered Incidents and Service Requests
• All possible attempts should be made to resolve all resolvable Incidents and Service Requests within a ten minute window using personal technical knowledge, knowledge base articles, procedures and scripted questions.
• Escalation of reported and registered Incidents/Service Requests to 2nd level Resolver Groups where appropriate
• Escalation and management of Incidents referred to 3rd party service providers
• Provide continual end user contact as per the Fujitsu Incident Management Procedure/Fujitsu Service Request Management Procedure, so as to manage the end user's expectations and requirements through to Incident/Service Request resolution
• Ensure achievement of Customer Contractual Service Level Targets for all Incidents and Service Requests.
• Incident/Service Request closure upon the resolution of an Incident or Service Request via the defined process.
• The Service Desk Analyst will also carry out other duties as may be specified from time to time by the Squad Manager.

Requirements and Experience

To succeed in this role you will have:

Experience

• At least 12 months in a Service Desk environment
• Excellent communication and team skills

Technical Competencies

• Intermediate LAN or WAN Networking
• Intermediate MS Office
• Intermediate MS Windows 2000/XP/Vista
• Intermediate MS Outlook/Exchange
• Intermediate Citrix Environment
• Intermediate Active Directory
• Intermediate remote access management

Non-Technical Competencies

• ITIL v4 (desirable)

• Advanced Customer Service
• Intermediate Communication Skills, both written and oral
• Intermediate Team Building
• Intermediate Conflict Resolution both with customer and within the team
• Intermediate Self-Motivation
• Advanced Personal Management – punctuality, attendance, presentation and administration

Qualifications

• Undertaken a computer course at University, TAFE or similar (e.g. Diploma in Information Technology) (desirable)
• Accredited Customer Service Training (desirable)
• MCP, MSCE, CNP, CCNA or related industry qualification (desirable)
• AZURE qualification (desirable)

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

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.