ICT Field Services Coordinator

OpenCities - Now a part of Granicus; Townsville City; On-site; AUD 65,000 - 90,000; Full time

Job summary

Unisys is seeking a Service Delivery Coordinator-Field Services to triage ICT incidents and service requests, coordinate work across COE and Field Engineers, and maintain clear customer communication. You will review ticket details, determine appropriate support pathways, and help balance workloads across nationwide delivery teams.

The role emphasizes process adherence, timely updates, and proactive identification of opportunities for improvement in a fast-paced environment.

Qualifications

• Experience in ICT service delivery, service desk, or coordination.

Responsibilities

• Triage ICT incidents and service requests accurately and efficiently.
• Review ticket information and obtain missing details from customers.
• Coordinate work across COE, Field Engineers and specialist teams.
• Ensure tickets contain accurate, complete information before escalation.
• Monitor ticket age, priority and SLA to prevent delays.
• Maintain clear and professional customer communication.
• Coordinate onsite appointments when required.
• Identify recurring issues and opportunities for improvement.
• Support workload balance across national delivery teams.

Skills

Customer service excellence

ICT service delivery

Ticket coordination

ITIL knowledge

Stakeholder engagement

Communication skills

Documentation skills

High-volume ticketing

Problem solving

Team collaboration

ITSM platforms

Tools

ITSM platforms

Job description

Unisys is seeking a Service Delivery Coordinator-Field Services to triage ICT incidents and service requests, coordinate work across COE and Field Engineers, and maintain clear customer communication. You will review ticket details, determine appropriate support pathways, and help balance workloads across nationwide delivery teams.

The role emphasizes process adherence, timely updates, and proactive identification of opportunities for improvement in a fast-paced environment.