Services Desk Analyst L1

2 weeks ago

Canberra, Australia Unisys Full time

**What success looks like in this role**:
IT Service Desk Analyst to provide support, respond and resolve customer requests, in relation to software, hardware and network operations difficulties by providing fast, efficient and friendly customer service.

**You will deliver value by**:

- 1st Level telephone and other media contact support.
- Strive for a high level of first contact resolution.
- 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.
- Become multi-skilled as workload changes occur within the Service Centre.
- Champion, implement or support change.
- Identify process efficiencies within the Service Centre and to take corrective action to implement change.
- Discover and document process and procedures which need to be published to the team or on the Knowledgebase.
- Ability to comprehend and uphold Unisys Policies and Procedures (including time reporting, attendance, etc.)

**#LI-KC1**

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

- Typically requires: High School diploma (Associate's Degree, professional certification(s), or license preferred).
- 2-4 years of related experience.
- Education, training and/or relevant experience equivalent to the completion of a relevant certificate course and/or relevant experience in Information Technology service delivery Relevant IT qualifications to a tertiary level.
- Minimum 6 months IT Service Desk experience.
- 6 months previous experience providing Level 3 support for MS Office, MS Exchange and MS windows networks.
- Working knowledge of data and voice network concepts
- **Must be an **Australian Citizen**

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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