Service Desk Analyst

About the role

Fujitsu in Auckland is seeking a Service Desk Analyst to provide primary Service Desk support. The role focuses on incident management, including detection, classification, investigation, resolution and closure, while delivering a high level of customer service to end‑users.

Key responsibilities

• Detect, record and classify incidents and service requests following Fujitsu’s Service Desk script and call‑logging procedures.
• Provide first‑ and second‑level investigation, diagnosis and resolution for reported incidents and requests.
• Attempt to resolve incidents within a ten‑minute window using personal technical knowledge, knowledge‑base articles, procedures and scripted questions.
• Escalate incidents and service requests to second‑level resolver groups or third‑party service providers when appropriate.
• Maintain continuous communication with end‑users throughout the incident lifecycle, managing expectations in line with Fujitsu’s Incident and Service Request Management procedures.
• Ensure compliance with customer contractual service‑level targets for all incidents and requests.
• Close incidents and service requests following the defined resolution and closure processes.

Required profile

• Strong customer‑service orientation with clear communication skills.
• Ability to follow documented incident‑management procedures and scripts.
• Capacity to work under time pressure and meet defined service‑level targets.
• Proactive approach to escalation and coordination with resolver groups and third‑party providers.
• Attention to detail in incident documentation and closure.

Required skills