Breakfast Service Lead, F&B – Part-Time

Village Roadshow Theme Parks Pty Ltd; Gold Coast City; On-site; AUD 70,000 - 90,000; Full time

Job summary

Unisys is seeking a Service Delivery Coordinator to triage ICT incidents and service requests, engage customers for missing information, and determine the best support path using established processes. You will coordinate with the COE, Field Engineers and specialist teams, ensuring accurate ticket information and timely resolutions.

You will maintain professional communication, monitor tickets against SLA, and contribute to continuous improvement initiatives while working in a nationally

Qualifications

• Strong customer service and communication skills.
• Experience in ICT service delivery, service desk, coordination or a similar operational environment.
• Strong attention to detail and commitment to following established processes.
• The ability to manage and priorities a high volume of tickets and competing activities.
• Confidence engaging with customers, technical specialists and operational teams.
• Strong written communication and ticket documentation skills.
• Good judgement when determining the appropriate escalation or support pathway.
• The ability to work effectively as part of a nationally distributed team.
• An understanding of ITIL or IT Service Management principles would be advantageous.
• Experience using enterprise ticketing or ITSM platforms would be highly regarded.
• A proactive approach to identifying problems and improving ways of working.

Responsibilities

• Triages incoming ICT incidents and service requests accurately and efficiently.
• Reviews ticket information and engages customers to obtain missing or additional information.
• Determines the appropriate support pathway using established processes and triage criteria.
• Coordinates work between customers, COE, Field Engineers and specialist support teams.
• Identifies opportunities for immediate resolution and closes straightforward requests where appropriate.
• Coordinates customer and Field Engineer appointments when onsite support is required.
• Maintains clear and professional customer communication throughout the coordination process.
• Ensures tickets contain accurate, complete and actionable information before escalation or reassignment.
• Monitors ticket age, priority and SLA requirements and acts to prevent delays.
• Maintains accurate ticket notes, records and supporting evidence.
• Follows established ICT service management, triage and escalation processes.
• Manages a high volume of tickets while maintaining quality and accuracy.
• Works with national delivery teams to support workload balancing and service performance.
• Identifies recurring issues, process gaps and opportunities for improvement.

Skills

Customer service

ICT service delivery

Attention to detail

Ticket management

Communication skills

ITIL knowledge

ITSM platforms

Education

NV1 Security clearance

Tools

ITSM platforms

Job description

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Service Delivery Coordinator-Field Services

As a Service Delivery Coordinator, you will:

• Triage incoming ICT incidents and service requests accurately and efficiently.
• Review ticket information and engage customers to obtain missing or additional information.
• Determine the appropriate support pathway using established processes and triage criteria.
• Coordinate work between customers, the Centre of Excellence (COE), Field Engineers and specialist support teams.
• Identify opportunities for immediate resolution and close straightforward requests where appropriate.
• Coordinate customer and Field Engineer appointments when onsite support is required.
• Maintain clear and professional customer communication throughout the coordination process.
• Ensure tickets contain accurate, complete and actionable information before escalation or reassignment.
• Monitor ticket age, priority and SLA requirements and take action to prevent unnecessary delays.
• Maintain accurate ticket notes, records and supporting evidence.
• Follow established ICT service management, triage and escalation processes.
• Manage a high volume of tickets while maintaining quality and accuracy.
• Work collaboratively with national delivery teams to support workload balancing and service performance.
• Identify recurring issues, process gaps and opportunities for continuous improvement.
• Contribute to team quality, performance and service improvement initiatives.

What success looks like in this role:

As a Service Delivery Coordinator, you will:

• Triage incoming ICT incidents and service requests accurately and efficiently.
• Review ticket information and engage customers to obtain missing or additional information.
• Determine the appropriate support pathway using established processes and triage criteria.
• Coordinate work between customers, the Centre of Excellence (COE), Field Engineers and specialist support teams.
• Identify opportunities for immediate resolution and close straightforward requests where appropriate.
• Coordinate customer and Field Engineer appointments when onsite support is required.
• Maintain clear and professional customer communication throughout the coordination process.
• Ensure tickets contain accurate, complete and actionable information before escalation or reassignment.
• Monitor ticket age, priority and SLA requirements and take action to prevent unnecessary delays.
• Maintain accurate ticket notes, records and supporting evidence.
• Follow established ICT service management, triage and escalation processes.
• Manage a high volume of tickets while maintaining quality and accuracy.
• Work collaboratively with national delivery teams to support workload balancing and service performance.
• Identify recurring issues, process gaps and opportunities for continuous improvement.
• Contribute to team quality, performance and service improvement initiatives.

About You

We are looking for someone who takes ownership, communicates confidently and understands that good service delivery is about more than simply moving a ticket to another queue.

You will ideally have:

• Strong customer service and communication skills.
• Experience in ICT service delivery, service desk, coordination or a similar operational environment.
• Strong attention to detail and commitment to following established processes.
• The ability to manage and priorities a high volume of tickets and competing activities.
• Confidence engaging with customers, technical specialists and operational teams.
• Strong written communication and ticket documentation skills.
• Good judgement when determining the appropriate escalation or support pathway.
• The ability to work effectively as part of a nationally distributed team.
• An understanding of ITIL or IT Service Management principles would be advantageous.
• Experience using enterprise ticketing or ITSM platforms would be highly regarded.
• A proactive approach to identifying problems and improving ways of working.

You will be successful in this role if you have:

• NV1 Security clearance must have for this role.

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.