Service Desk Agent

3 days ago

Canberra, Australia Unisys Full time

**What success looks like in this role**:
Unisys is one of Canberra’s leading Service Desk providers, supporting a range of Federal Government clients. We have multiple openings in a new team for proactive, enthusiastic, and technically savvy level 1 support agents. Unisys offers industry best practice training, a collaborative work environment and opportunities for career progression that can kick-start your career in Information Technology.

What success looks like in this role:

- Provide 1st Level IT Support.
- Respond to and resolve customer requests, in relation to software, hardware and network operations difficulties by providing fast, efficient and friendly customer service.
- Accurately document calls and incidents.
- Manage time and workload to meet predetermined service levels.
- Maintain data accuracy in our contact management system.
- Assign incidents and requests to the correct support group.
- Act as a single point of contact on incidents and problems logged.
- Perform appropriate diagnostics to initiate problem management workflow process.
- Provide clients with a reference number for their incident/request.
- Understand various media sources that interface with the Service Desk.
- Support multiple clients through customer service professionalism and insight.
- Flexible to work in 24/7 environment and requires being able to work on a rotating shift roster including nights and weekends.
- Ability to comprehend and uphold Unisys Policies and Procedures (including time reporting, attendance, etc).

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

- Must be an Australian Citizen.
- NV1 Security Clearance required.
- Applicants with customer service experience preferred.
- Education, training, and/or relevant experience equivalent to the completion of a relevant certificate course and/or relevant experience in Information Technology is desirable.

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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