Technical Service Desk

10 hours ago

Canberra, ACT, Australia Unisys Full time $60,000 - $90,000 per year

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.
  • Experience leading, mentoring and or training service desk staff
  • 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:

  • Baseline/NV1/NV2 Security Clearance is required.
  • Must be an Australian Citizen.

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