Services Desk Analyst L1

2 weeks ago

Canberra, ACT, Australia Unisys Full time

IT Service Desk Analyst

  • Provide support, respond, and resolve customer requests related to software, hardware, and network operations efficiently and with a friendly approach.
  • Be the first point of contact for telephone and other media support.
  • Strive for a high level of first-contact issue resolution.
  • Accurately document calls and incidents.
  • Manage workload effectively to meet service level agreements.
  • Maintain data accuracy in the contact management system.
  • Assign incidents and requests to the appropriate support groups.
  • Act as a single point of contact for logged incidents and problems.
  • Conduct diagnostics to initiate problem management workflows.
  • Offer clients a reference number for their incident/request.
  • Support multiple clients professionally and insightfully.
  • Adapt to changing workloads within the Service Centre.
  • Champion, implement, or support change initiatives.
  • Identify process efficiencies within the Service Centre and drive corrective actions.
  • Document processes and procedures for team knowledge sharing.
  • Adhere to Unisys Policies and Procedures.

To be successful in this role, you should have:

  • High School diploma (Associate's Degree, professional certification(s), or license preferred).
  • 2-4 years of relevant experience.
  • Education, training, or equivalent experience in IT service delivery.
  • Minimum of 6 months experience in IT Service Desk roles.
  • 6 months prior experience providing Level 3 support for MS Office, MS Exchange, and MS Windows networks.
  • Knowledge of data and voice network concepts.
  • Australian Citizenship requirement.

Unisys is a global technology solutions company that empowers organizations to achieve breakthroughs in digital workplace, cloud infrastructure, enterprise computing, and business processes.

Please note that Unisys is an equal opportunity employer that promotes diversity and inclusivity.

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