Service Desk Analyst (Hybrid, Wellington)

About the role

Fujitsu is seeking a Service Desk Analyst to provide primary Service Desk support in Wellington. The role involves incident detection, classification, investigation, resolution and closure, following Fujitsu's Incident Management Procedure. Hybrid working is offered.

Key responsibilities

• Provide high‑level customer service to end users throughout all communications.
• Detect, record and classify incidents and service requests using the Service Desk script and call‑logging procedure.
• Deliver 1st/2nd‑level support for investigation and resolution of incidents and service requests, aiming to resolve within ten minutes where possible.
• Escalate unresolved incidents to 2nd‑level resolver groups or third‑party service providers as appropriate.
• Maintain continual contact with end users, managing expectations through to resolution.
• Ensure contractual service‑level targets are met for all incidents and requests.
• Close incidents and service requests according to defined processes.

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 punctuality, attendance and professional presentation.

Required skills

• Intermediate LAN/WAN networking.
• Intermediate Microsoft Office 365.
• Intermediate Microsoft Windows 11.
• Intermediate Microsoft Outlook/Exchange.
• Intermediate Citrix environment.
• Intermediate Active Directory.
• Intermediate remote‑access management.