Service Desk Analyst

Overview

Fujitsu is seeking expressions of interest for a Service Desk Analyst based in Wellington, New Zealand. The position supports end users through responsive service desk operations and blends on-site presence with hybrid working.

About the organization

Fujitsu is a global technology and business solutions company focused on improving lives through innovation. With a long history of delivering expertise and transformation, the company emphasizes fairness, equality, diversity, equity, and inclusion, and encourages people to bring their full selves to work.

Role purpose

The Service Desk Analyst provides front-line support for incident and service request handling, including logging, assessment, troubleshooting, escalation, communication, and closure. The role is centered on delivering strong customer service while meeting contractual service level targets.

Key duties

• Receive, detect, and record incidents and service requests in line with the service desk script and call logging process.
• Deliver first- and second-level investigation, diagnosis, resolution, and recovery for reported issues.
• Apply incident management processes, including ownership, tracking, monitoring, and clear communication throughout the lifecycle.
• Work toward resolving issues within a 10-minute window whenever possible using technical knowledge, knowledge base articles, procedures, and scripted questions.
• Escalate unresolved matters to the appropriate resolver groups or third-party providers when needed.
• Maintain ongoing contact with end users so expectations and requirements are managed until the issue or request is completed.
• Close incidents and service requests using the defined process after resolution.
• Carry out other duties assigned by the Team Leader from time to time.

Experience and technical background

Applicants should have at least 12 months of experience in a customer service environment, either in a service industry or a computer support role. Strong communication and teamwork abilities are also required.

Technical knowledge

• Intermediate understanding of LAN/WAN networking
• Working knowledge of Microsoft Office 365
• Working knowledge of Windows 11
• Working knowledge of Outlook and Exchange
• Working knowledge of Citrix environments
• Working knowledge of Active Directory
• Working knowledge of remote access management

Core professional skills

• Advanced customer service orientation
• Written and verbal communication
• Conflict resolution
• Self-motivation
• Strong personal organization, including punctuality, attendance, presentation, and administration

Qualifications

Preferred qualifications include a university, TAFE, or similar computer-related course such as a Diploma in Information Technology, accredited customer service training, or industry certifications such as MCP, MSCE, CNP, CCNA, or AZURE. These are desirable rather than mandatory.

Why consider Fujitsu

The company offers a culture built around aspiration, trust, and empathy, with a strong focus on inclusion and diversity. Employees can access tailored career paths, a positive reputation with customers, and recognition programs that may include flexible work and volunteering leave.

Diversity and inclusion

Fujitsu welcomes applications from a wide range of backgrounds, including women and gender-diverse people, Aboriginal and Torres Strait Islander people, Māori and Pacific people, LGBTI+ people, people with disability, culturally and linguistically diverse people, veterans, and emergency responders. Candidates are encouraged to apply even if they do not meet every listed requirement, provided they value inclusion, collaboration, adaptability, courage, and integrity.

Agency notice

Unsolicited assistance from search firms is not accepted. Any CV or resume submitted without a valid written agreement for this position will be treated as the company’s property, and no fee will be paid unless there is an existing agreement with the talent acquisition team.