ICT Service Delivery Lead: Incident & Coordination

Unisys; Townsville City; Sur place; AUD 65 000 - 90 000; Plein temps

Résumé du poste

Unisys in Australia is seeking a service desk coordinator to triage ICT incidents and service requests, engage customers for missing information, and determine the appropriate support pathway using established processes.

You will coordinate with COE, Field Engineers and specialist teams, maintain clear ticket notes, monitor SLA, and contribute to continuous improvement while working within a nationally distributed team.

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.
• NV1 Security clearance must have for this role.

Responsabilités

• 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.

Connaissances

Customer service

Communication skills

ICT service delivery

Attention to detail

Ticket documentation

ITIL/ITSM

Escalation judgment

High-volume ticket handling

Team collaboration

Proactive problem solving

Outils

ITSM platforms

Description du poste

Unisys in Australia is seeking a service desk coordinator to triage ICT incidents and service requests, engage customers for missing information, and determine the appropriate support pathway using established processes.

You will coordinate with COE, Field Engineers and specialist teams, maintain clear ticket notes, monitor SLA, and contribute to continuous improvement while working within a nationally distributed team.