Help Desk Support Specialist

4 days ago

Canberra, ACT, Australia beBeeSupport Full time $50,000 - $90,000
Job Title: Technical Service Desk

We are seeking a highly skilled and motivated individual to join our team as a Technical Service Desk professional.

About the Role

This is an exciting opportunity for someone who enjoys working in a fast-paced environment and has excellent communication skills. As a Technical Service Desk agent, you will be responsible for providing first-line support to customers, resolving technical issues, and escalating complex problems to senior engineers.

You will work closely with cross-functional teams to ensure seamless delivery of services and contribute to continuous improvement initiatives. Your strong analytical skills and attention to detail will help you troubleshoot issues efficiently and effectively.

  • Your primary responsibility will be to respond to customer inquiries, resolve technical issues, and provide solutions that meet their needs.
  • Accurate documentation of calls and incidents is essential to maintaining a high level of service quality.
  • You must be able to manage your time effectively and prioritize tasks to meet predetermined service levels.
  • Data accuracy in our contact management system is critical to ensuring seamless service delivery.
  • Incidents and requests must be assigned to the correct support group promptly.
  • You will serve as a single point of contact for customers regarding incidents and problems logged.
  • Performing diagnostic checks to initiate problem management workflow processes is crucial.
  • A reference number for each incident/request will be provided to customers.
  • You must have a basic understanding of various media sources interacting with the Service Desk.
  • Multitasking and providing exceptional customer service professionalism are key aspects of this role.
  • Flexibility to adapt to a 24/7 environment and rotate shifts, including nights and weekends, is essential.
  • Understanding and upholding Unisys Policies and Procedures (including time reporting and attendance) is vital.
Requirements
  • A baseline security clearance is preferred.
  • Must be an Australian Citizen.
  • Customer service experience is highly desirable.
  • Relevant education, training, or experience equivalent to a relevant certificate course and/or Information Technology experience is beneficial.
About Us

We are a global technology solutions company committed to empowering breakthroughs for leading organizations worldwide. Our goal is to transform how people experience technology and empower businesses to seize new opportunities through innovative digital solutions.

We strive to create a workplace where inclusivity and diversity thrive, ensuring equal opportunities for all qualified applicants. If you require reasonable accommodations during the hiring process, please reach out to our Global Recruiting organization for assistance.

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