Service Desk Analyst (Hybrid)

About the role

Fujitsu is seeking a Service Desk Analyst to provide primary support for incident detection, classification, investigation and resolution. The position is based in Wellington and offers a hybrid working arrangement.

Key responsibilities

• Provide high‑level customer service to end users throughout all communications.
• Detect, record and classify incidents and service requests following the Service Desk script and logging procedures.
• Deliver 1st and 2nd level support, aiming to resolve issues within a ten‑minute window using technical knowledge and knowledge‑base articles.
• Escalate unresolved incidents to 2nd level resolver groups or third‑party providers as appropriate.
• Maintain continuous communication with users in line with Fujitsu’s Incident and Service Request Management procedures.
• Ensure contractual service‑level targets are met and close incidents once resolved.

Required profile

• Minimum 12 months experience in a customer‑service or computer‑support role.
• Strong communication and teamwork abilities.
• Completed a computer‑related course or equivalent training.

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 model.
• Opportunity to work for a global technology leader.
• Professional development in a dynamic IT environment.