Service Desk Analyst - Auckland

About the role Auckland Location PR/Citizens only Level 1 Service Desk skills This role provides primary Service Desk support that includes: Incident Management Incident detection and recording Classification of all incidents and 1st / 2nd level support 1st / 2nd level investigation and diagnosis 1st / 2nd level Resolution and Recovery Incident Management - ownership, monitoring, tracking and communication as per Fujitsu Incident Management Procedure Incident closure Responsibilities and Accountabilities Provide End Users 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 users 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 Team Leader. Requirements and Experience Experience Experience in a customer service role either in a service industry or computer support role for at least 12 months Excellent communication and team skills Citizens/PR only Technical Competencies Intermediate LAN or WAN Networking Intermediate MS Office 365 Intermediate MS Windows 11 Intermediate MS Outlook/Exchange Intermediate Citrix Environment Intermediate Active Directory Intermediate remote access management Non-Technical Competencies Advanced Customer Service Intermediate Communication Skills, both written and oral Intermediate Conflict Resolution Intermediate self-motivation Advanced Personal Management – punctuality, attendance, presentation and administration 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. #J-18808-Ljbffr