IT Service Desk Analyst

2 days ago

Canberra, Australia Unisys Full time

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

**You will deliver value by**:

- 1st Level telephone and other media contact support.
- Strives for a high level of first contact resolution.
- Accurately documents calls and incidents.
- Manages time and workload to meets predetermined service levels.
- Maintains data accuracy in our contact management system.
- Assigns incidents and requests to the correct support group.
- Acts as a single point of contact on incidents and problems logged.
- Performs appropriate diagnostics to initiate problem management workflow processes.
- Provides clients with a reference number for their incident/requests.
- Understands various media sources that interface with the Service Desk.
- Supports multiple clients through customer service professionalism and insight.
- Becomes multi-skilled as workload changes occur within the Service Centre.
- Champions, implements or supports change.
- Identifies process efficiencies within the Service Centre and takes corrective actions to implement change.
- Discovers and documents processes and procedures which need to be published to the broader team and be available on the Knowledgebase.
- Ability to comprehend and uphold Unisys Policies and Procedures (including time reporting, attendance, etc.)

**#LI-KP1**

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

- High School diploma (Associate's Degree, professional certification(s), or license preferred), 2-4 years of related experience.
- 6 months 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.
- 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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