Service Desk Analyst (Level 1)

About the role

Fujitsu is seeking a Level 1 Service Desk Analyst to join its Auckland team. You will provide primary support for incident detection, classification, investigation and resolution, following Fujitsu’s Incident Management procedures.

Key responsibilities

• Log and classify incidents and service requests using the Service Desk script.
• Provide first‑ and second‑level investigation, diagnosis and resolution within a ten‑minute window where possible.
• Escalate complex incidents to second‑level resolver groups or third‑party providers.
• Maintain continuous communication with end users throughout the incident lifecycle.
• Ensure service level targets are met and close incidents according to defined processes.
• Perform additional duties as directed by the Team Leader.

Required profile

• Minimum 12 months experience in a service desk or computer support role.
• Strong communication and teamwork abilities.
• Advanced customer service orientation and punctuality.

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.