Service Desk

2 weeks ago

Canberra, Australia Unisys Full time

**What success looks like in this role**:
A great role for someone grow or bring their existing experience in the quality Assurance function, and work with a newly established Service Delivery Team, as they work with our client.
- Consistently monitoring on Service Desk Analyst interactions with End Users as well as the related tickets.
- Ensuring that our designated Service Desk Anlaysts in the team are coached in a timely and effect manner.
- Leverage your Coaching abilities to consistently improve Service Desk Analyst performance.
- Providing input for Knowledge article updates and recommending process improvements.
- Preparing reports and quality indicators, communicating Quality results to our Service Desk Leadership members, and implementing continuous improvement action plans for enhancing End User Experience.
- Collaborating with your Knowledge, Training, Quality and Operations to innovate and drive results.
- Preparing and driving Quality Assurance Weekly, Monthly business presentations, for various stakeholders.
- Actively participate in quality initiatives and Team objectives to achieve high-quality execution of the Quality Process on an ongoing basis.
- Conduct sessions with Service Desk Analysts and staff members to calibrate on topics such as call guidelines and discuss on Quality Metrics.
- When required participate in Client interaction and activities.
- Displaying your Service Delivery technical troubleshooting experience.

LI-KC1

**You will be successful in this role if you have**:

- **Australian Citizen only**
- **Currently must have an active Security Clearance level of NV1 or NV2. Highly desirable.**
- Minimum 2+ years of IT Service Desk Level 1 experience.
- Excellent verbal and written communication in English and any additional applicable languages.
- Bachelors’ Degree in any field is desired.
- Key Skills:

- Good understanding of IT Service Desk Level 1 Support processes.
- Ability to drive and create MIS reporting, trending reporting and Analytics.
- Good knowledge of Service Desk Tools, Applications.
- Experience creating and updating reports. Should be able to interpret data and trend analysis.
- Able to resolve escalations and keep stakeholders informed of progress and outcomes.
- Highly resourceful, self-driven, and proactive attitude that demonstrate ownership.
- Growth Mindset that generates curiousness about the working environment.

Unisys is proud to be an equal opportunity employer that considers all qualified applicants without regard to age, caste, citizenship, color, disability, family medical history, family status, ethnicity, gender, gender expression, gender identity, genetic information, marital status, national origin, parental status, pregnancy, race, religion, sex, sexual orientation, transgender status, veteran status or any other category protected by law.

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