Service Desk Analyst

About the role

Fujitsu is seeking a Service Desk Analyst to join its Wellington team. The role provides primary Service Desk support, handling incident detection, classification, investigation, resolution and closure while ensuring high‑quality customer service.

Key responsibilities

• Receive and log incidents and service requests following the Service Desk script and call logging procedure.
• Provide first‑ and second‑level investigation, diagnosis and resolution for incidents and requests, aiming to resolve within ten minutes where possible.
• Escalate complex incidents to second‑level resolver groups or third‑party providers as required.
• Maintain continuous communication with end users throughout the incident lifecycle, adhering to Fujitsu’s Incident and Service Request Management procedures.
• Ensure contractual service level targets are met and close incidents or requests once resolved.
• Perform additional duties assigned by the Team Leader.

Required profile

• Minimum 12 months experience in a customer‑service or computer‑support role.
• Strong communication and teamwork abilities.
• Advanced customer service orientation and self‑motivation.
• Reliable attendance, punctuality and professional presentation.

Required skills

• Intermediate knowledge of LAN and WAN networking.
• Intermediate proficiency with Microsoft Office 365.
• Intermediate experience with Windows 11 operating system.
• Intermediate use of Outlook/Exchange.
• Intermediate experience in a Citrix environment.
• Intermediate knowledge of Active Directory.
• Intermediate remote‑access management skills.