Service Desk Analyst (Hybrid, Wellington)

About the role

Fujitsu is looking for a Service Desk Analyst to join its Wellington team. The role provides primary Service Desk support, handling incident detection, classification, investigation and resolution while delivering a high level of customer service.

Key responsibilities

• Receive and log incidents and service requests following the Service Desk script.
• Provide 1st and 2nd level support, aiming to resolve issues within ten minutes using knowledge bases and procedures.
• Escalate complex incidents to 2nd‑level resolver groups or third‑party providers as needed.
• Maintain continuous communication with end users throughout the incident lifecycle.
• Ensure compliance with contractual Service Level Targets and close incidents 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 personal management, including punctuality and attendance.

Required skills

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

What we offer

• Hybrid working arrangement.
• Opportunity to work for a global technology leader.