{"id":2121564,"url":"https://alion.io/job/fujitsu-service-desk-analyst","title":"Service Desk Analyst","company":{"id":896,"name":"Fujitsu","domain":"fujitsu.com","url":"https://alion.io/company/fujitsu-poland-sp-z-o-o","size_band":"5000+","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"SuccessFactors","truth_index":{"grade":"A","score":100,"open_postings":4,"ghost_share":0,"stale_share":0,"repost_share":0,"time_to_fill_p50_days":5,"computed_at":"2026-10-21T05:46:15Z"}},"role":"Support","role_family":"Support","seniority":"junior","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Sydney, Australia"],"countries":["AU"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":26000,"max_usd":76000,"period":"year","method":"global_role_cell_scaled_by_country","sample_n":957},"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"ITIL","optional":false},{"name":"Service Desk","optional":false},{"name":"ServiceNow","optional":false}],"status":"closed","first_seen_at":"2026-10-08T23:55:13Z","employer_posted_date":"2026-10-08","last_verified_at":"2026-10-19T03:23:37Z","board_verified":false,"closed_at":"2026-10-19T03:23:37Z","days_open":10,"trust":{"level":"not_scored","repost_count":null,"flags":[],"days_open":10},"description":"We are Fujitsu\nWe use technology to make happier lives. We are a global leader in technology and business solutions that transform organisations and the world around us. We have a long heritage of bringing innovation and expertise, continuously working to contribute to the growth of society and our customers.\nAbout the role\nNorth Sydney Location\nEntry level position\nImmediate Start\nWe are seeking a bright, junior Service Desk Analyst to to provide a high-quality single point of contact, as part of a Service Desk service for Fujitsu's customers. This includes the management of all incidents, queries, service requests through to successful resolution and closure. This is to be achieved by the Service Desk Analyst fulfilling the responsibilities for the role. This role involves shift work and weekends working.\nAustralian Citizenship or Permanent Residency is mandatory.\nAbout you\nResponsibilities and Accountabilities:\nProvide high-quality customer service across all end-user communications.\nLog all contacts in the service management system as incidents, queries, complaints, service requests, or change requests, following Service Desk scripts and procedures.\nRespond to and action contacts in line with SLAs, OLAs, and KPIs.\nTroubleshoot and diagnose all requests, ensuring accurate categorisation and priority assignment.\nFollow all applicable Service Desk procedures and repository guidance.\nProvide procedural advice and technical fixes to support timely resolution.\nMaintain regular end-user updates through to incident or service request resolution.\nMeet contractual service level targets across contact handling, incidents, and service requests.\nOwn assigned incidents, queries, complaints, and service requests through to resolution, including escalation and closure where required.\nRecord all activities in the service management system through to closure.\nFor Fixed-on-First SLAs, attempt resolution within ten minutes using technical knowledge, knowledge articles, procedures, and scripted questions; escalate when required.\nComply with Fujitsu and customer security policies relevant to Service Desk operations.\nSupport ongoing improvement against KPIs, core competencies, and role-based competencies.\nParticipate in team meetings focused on improvement and weekly performance targets.\nRecommend process improvements to support consistent, efficient business outcomes.\nCreate, review, and update knowledge base articles as required.\nRequirements:\nExperience in a Helpdesk/ customer service role either in a service industry or IT support role for at least 6 months, demonstrating an advanced practice of customer service\nStrong communication skills, both written and face-to-face\nAdvanced telephone skills including the use of empathy with customer's situation and ability to communicate technical concepts to non-technical customers.\nIntermediate conflict resolution\nAdvanced personal management: punctuality, attendance, and presentation\nGood Time management\nKnowledge of call logging, escalation and follow-up procedures\nKnowledge of first level service centre call resolution\nKnowledge of escalation procedures\nHardware and software troubleshooting including determination of an issue as an Incident\nAwareness of ITIL best practice methodology\nServiceNow ticketing experience is highly desirable\nWhy Fujitsu?\nWe are an organization with a strong set of values and a history of respecting fairness and equality, whilst promoting diversity, equity and inclusion. We constantly push ourselves to do better and strive to bring together a diverse mix of perspectives and talents in an inclusive environment, where we encourage our people to bring their full selves to work. We call this Be Completely You.\nWe put people first. We believe in the power of diversity to drive innovation and our Work180 accreditation, AWEI (Australian Workplace Equality Index) Gold Employer status and Rainbow Tick certification for LGBTI+ inclusion show that we value an inclusive culture.\nWe offer tailored career paths across our global organization to support your professional and personal growth.\nOur customers trust us. We have an excellent reputation across the region and globally.\nBest in class reward and recognition programs flexible work, volunteering leave and more.\nWe live our values of aspiration, trust and empathy, all day, every day.\nAs an inclusive employer, Fujitsu aims to recruit a diverse range of talents to help us achieve our purpose. In line with our diversity, equity and inclusion strategy, we welcome applications from women and gender diverse people; Aboriginal and Torres Strait Islander people; Māori and Pacific people; LGBTI+ people; people with a disability; culturally and linguistically diverse people; and veterans and emergency responders. Applicants who identify as transgender or gender diverse can view a copy of our Frequently Asked Questions to assist with the recruitment journey. For all other general inquiries, please contact \nIf you don't tick every box in this job description, please don't rule yourself out. Research suggests that women and other people in underrepresented groups tend to only apply if they meet every requirement. We focus on hiring people who value inclusion, collaboration, adaptability, courage, and integrity, rather than ticking boxes so if this resonates with you, then please apply. For more information, please email .\nSearch Firm Representatives Please Read Carefully\nFujitsu does not accept unsolicited assistance from search firms for employment opportunities. All CVs or resumes submitted by search firms to any employee at our company without a valid written agreement in place for this position will be considered the sole property of our company. No fee will be paid if a candidate is hired by Fujitsu due to an agency referral where no existing agreement is in place with the Fujitsu Talent Acquisition Team. Where agency agreements are in place, introductions must be through engagement by the Fujitsu Talent Acquisition Team.","description_format":"text","description_chars":6066,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["Equity","Flexible schedule"],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["IT Consulting & Digital Transformation","Systems Integrators","High-Performance Computing"],"lifecycle":[{"event":"open","at":"2026-10-08T23:55:13Z"},{"event":"close","at":"2026-10-19T03:23:37Z"}],"visa":[{"country":"GB","licensed_sponsor":true,"evidence":"Licensed UK visa sponsor (Skilled Worker, Senior or Specialist Worker)","filings_12m":null,"filings_prev_12m":null,"green_card_filings_12m":null,"median_offered_wage_usd":null,"route":"Skilled Worker; Global Business Mobility: Senior or Specialist Worker","cap_exempt":false,"checked_at":"2026-10-21T06:25:45+00:00","sources":["UK Home Office: register of licensed sponsors (workers)"],"filings_for_role_12m":0}],"liveness":null,"pay":null,"html_url":"https://alion.io/job/fujitsu-service-desk-analyst","json_url":"https://alion.io/job/fujitsu-service-desk-analyst.json","meta":{"generated_at":"2026-10-21T11:39:29Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":16444,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-22T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":896},"rest":"https://alion.io/mcp/rest/get_company?id=896"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Ffujitsu-service-desk-analyst"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Ffujitsu-service-desk-analyst"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Ffujitsu-service-desk-analyst"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/fujitsu-service-desk-analyst\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Ffujitsu-service-desk-analyst"}]}