IT Service Delivery Coordinator - Field Services

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

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