24/7 Govt IT Help Desk — Level 1 Support

Unisys; Canberra; On-site; AUD 60,000 - 70,000; Full time

Job summary

Unisys is a Canberra-based leading Service Desk provider supporting federal government clients. We have openings for proactive Level 1 support agents with training and opportunities for career progression.

Roles involve handling requests across software, hardware and network issues, documenting incidents, and maintaining data accuracy while working a rotating shift including nights and weekends.

Qualifications

• Australian citizenship
• Baseline security clearance
• Customer service experience preferred
• Education, training, and/or relevant IT experience desirable

Responsibilities

• Respond to and resolve customer requests for software, hardware and network issues with prompt, friendly service.
• Accurately document calls and incidents.
• Manage workload to meet service levels with attention to detail.
• Maintain data accuracy in the contact management system.
• Assign incidents to the correct support group and act as a single point of contact.
• Perform diagnostics to initiate problem management workflow.
• Provide clients with a reference number for incidents/requests.
• Understand various media sources interfacing with the Service Desk.
• Support multiple clients with professionalism and insight.
• Work flexibly in a 24/7 rotating shift roster, including nights and weekends.
• Uphold Unisys policies and procedures, including time reporting and attendance.

Skills

Customer service

Time management

Communication skills

Education

Certificate in IT/related training

Job description

Unisys is a Canberra-based leading Service Desk provider supporting federal government clients. We have openings for proactive Level 1 support agents with training and opportunities for career progression.

Roles involve handling requests across software, hardware and network issues, documenting incidents, and maintaining data accuracy while working a rotating shift including nights and weekends.