Quality Assurance Specialist

22 hours ago

Canberra, Australia Unisys Full time

**Job Description** We Believe in Better**

We are a global information technology company that builds high-performance, security-centric solutions that can help change the world. Enhancing people’s lives through secure, reliable advanced technology is our vision.

Our associates are at the forefront of everything we do, driving our clients’ successes while giving back to communities and making this world a safer and more secure place to live and work. Our success is a direct result of the work of our people who live and breathe our Core Beliefs. Simply put, we believe in better lives. Join us

**Learn more about Unisys and our key solution offerings**: Unisys, Stealth, CloudForte®, InteliServe

**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-KP1

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

- Australian citizen
- Currently have an active Security Clearance level of NV1, and NV2 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.

**eeo**

Notice For U.S. Applicants: Unisys is an Equal Opportunity Employer - Minorities/Females/ Veterans/Individuals with Disabilities/ Sexual Orientation/Gender Identity

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