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Service Desk Analyst (Business Customers)

Apply now Job no: 266661
Work type: Permanent Full Time
Location: Auckland
Categories: Information Technology


We currently have opportunities for experienced Service Desk Analysts to join our successful Enterprise-level Service Desk operation.

Providing 1st and 2nd level support to our clients, you will ensure prompt resolution of incidents and service requests, either by resolving them yourself, or through appropriate escalation to a higher level.  In either case, you will manage calls from initiation to resolution, ensuring the customer is kept informed all the way, and ensuring expectations are set and met. Your key role will be to act as an advocate for the client end-user in monitoring and tracking progress, ensuring the appropriate processes are being used, and continually keeping the client up-to-date. 

The Fujitsu structure has an entire Helpdesk Team team dedicated to each client. This allows our Service Desk Analysts significant knowledge of their specific customer's Infrastructure, because they deal with the same systems everyday. These systems are incredibly complicated however, often designed for 1000's of Users and requiring energetic multi-taskers to manage, so we welcome applications from people who have been part of teams that deal with multiple clients. Our ideal candidate will have spent the last 1-2 years in a similar IT Helpdesk role, but may also be working in a Technical Services Team within a Telecoms or Utilities provider.

For this role we require an experienced Analyst who has Technical Troubleshooting experience within a structured call handling environment. To be successful in this role you will be a flexible self-starter who possesses:

  • A 3rd level Degree in Technology or Software
  • Experience in Call-Logging and Ticket-Tracking (JIRA, Zendesk, BMC, etc.)
  • Excellent communication and team skills
  • Knowledge of and practical experience with the following:
    LAN or WAN Networking, MS Office, MS Windows, Active Directory
  • Advanced customer service skills
  • Excellent problem solving skills

If you have what it takes, please apply on line today! If sending your CV, you will be contacted directly before a Fujitsu Manager sees it. If you currently reside outside New Zealand or do not hold NZ working rights, you may not be considered.

Advertised: New Zealand Standard Time
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