Senior 1st Line IT Support & Mentor (24/7)

Unisys; Canberra; Sur place; AUD 60 000 - 76 000; Plein temps

Résumé du poste

Unisys Canberra is hiring 1st level IT Support agents to join a new service desk team. You will respond to and resolve customer requests relating to software, hardware and network issues, document calls and incidents, and route work to the correct teams.

You will work in a 24/7 environment on a rotating shift roster, including nights and weekends, to support multiple federal government clients. Applicants should hold Australian citizenship with NV1 clearance, or be able to obtain NV2, and have

Qualifications

• Customer service skills essential for handling client requests.
• Strong troubleshooting abilities to diagnose software, hardware and network issues.
• Good time management to handle workload and meet service levels.
• Experience mentoring or training service desk staff is a plus.

Responsabilités

• Provide 1st level IT support to clients.
• Respond to and resolve customer requests related to software, hardware, and network issues.
• Accurately document calls and incidents in the ticketing system.
• Manage time and workload to meet predefined service levels.
• Maintain data accuracy in the contact management system.

Connaissances

Customer service

Troubleshooting

Time management

Mentoring

Formation

IT certificate

Outils

Ticketing system

Description du poste

Unisys Canberra is hiring 1st level IT Support agents to join a new service desk team. You will respond to and resolve customer requests relating to software, hardware and network issues, document calls and incidents, and route work to the correct teams.

You will work in a 24/7 environment on a rotating shift roster, including nights and weekends, to support multiple federal government clients. Applicants should hold Australian citizenship with NV1 clearance, or be able to obtain NV2, and have