We are Fujitsu
We use technology to make happier lives. We are a global leader in technology and business solutions that transform organisations 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:
- RFQ Opportunity
- 8 months Contract
- Sydney based
- Onsite
Role Overview
We are seeking a proactive and customer-focused Service Desk Analyst (Level 1–2) to deliver high-quality IT support services within a fast-paced enterprise environment.
This role is responsible for providing first and second-level technical support, resolving user issues, supporting device deployments, and contributing to service excellence aligned with ITIL best practices. You will act as a key point of contact for end users and play an important role in maintaining operational efficiency and user satisfaction.
Key Responsibilities
- Provide Level 1 and Level 2 technical support in line with ITIL service management practices.
- Act as the first point of contact for IT-related issues via phone, ticketing systems (e.g. ServiceNow), and in-person support. Troubleshoot and resolve issues across:
- Windows and/or Mac operating systems
- Microsoft Office applications
- Network connectivity and general system errors
- Perform device imaging and deployment in accordance with documented build procedures.
- Deliver floor walking support and assist users directly in a face-to-face environment.
- Support device migration activities, including assisting users with data backup and transfers.
- Follow asset management processes and assist with device logistics and inventory tracking.
- Accurately log, update, and manage incidents and service requests through the ITSM tool.
- Escalate complex issues to relevant resolver groups when required.
- Provide support to VIP and Executive users as needed.
- Contribute to knowledge base articles, documentation, and continuous service improvement initiatives.
- Work collaboratively within a team environment while managing individual responsibilities.
- Participate in rostered shifts between 7:00 AM – 7:00 PM, including occasional weekend work.
- Support service desk operations, including device builds, floor support, and incident management.
Skills & Experience
- Minimum 1–2 years' experience in a Service Desk, Help Desk, or technical support role.
- Strong knowledge of:
- Windows and/or Mac OS
- Microsoft Office / Microsoft 365 applications
- Common desktop and end-user computing technologies
- Experience using ServiceNow or similar ITSM tools for incident and request management.
- Understanding of ITIL processes, including incident and service request management.
- Demonstrated troubleshooting and problem-solving skills in a technical support environment.
- Excellent verbal and written communication skills.
- Strong customer service focus, with the ability to explain technical issues to non-technical users.
- Ability to work effectively both independently and as part of a team.
Eligibility
- Must hold or be eligible to obtain Baseline Security Clearance.
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.
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We put people first. We believe in the power of diversity to drive innovation and our Work180 accreditation, AWEI (Australian Workplace Equality Index) Gold Employer status and Rainbow Tick certification for LGBTI+ inclusion show that we value an inclusive culture.
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We offer tailored career paths across our global organization to support your professional and personal growth.
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Our customers trust us. We have an excellent reputation across the region and globally.
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Best in class reward and recognition programs flexible work, volunteering leave and more.
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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. Applicants who identify as transgender or gender diverse can contact [email protected] for a copy of our Frequently Asked Questions to assist with the recruitment journey. For all other general inquiries, please contact [email protected]
If you dont tick every box in this job description, please dont 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 more information, please email [email protected].
Search Firm Representatives Please Read Carefully
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 minimum Baseline Australian Federal Government Security Clearance. 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).
