Senior Tech Service Desk Lead - 24/7 IT Support & Mentoring

Mncinsider; Canberra; On-site; AUD 75,000 - 100,000; Full time

Benefits offered by this job

Health insurance

Paid time off

Professional development opportunities

Retirement plan

Employee assistance programs

Job summary

Unisys in Canberra, ACT is seeking a Senior Technical Service Desk professional to support Federal Government clients. You will handle Level1 IT requests with a focus on service quality, data accuracy, and timely resolution.

The role requires an active NV1 security clearance, Australian citizenship, and at least 1 year in IT service desk work. You will work in a 24/7 roster, mentoring teammates and contributing to proactive incident management.

Qualifications

• Active NV1 Security Clearance (required).
• Ability to obtain NV2 Security Clearance (required).
• Australian Citizenship (required).
• 1 year of IT Service Desk experience.
• Understanding IT service desk procedures and incident management workflows.

Responsibilities

• Respond to and resolve customer requests related to software, hardware, and network operations.
• Accurately document all calls and incidents in the contact management system.
• Perform diagnostics to initiate problem management workflows.
• Assign incidents and requests to appropriate support groups.
• Lead, mentor and/or train service desk staff.
• Work on a rotating 24/7 shift roster, including nights and weekends.
• Provide excellent customer service.

Skills

Strong communication

Problem-solving

Diagnostic skills

Analytical skills

Customer service experience

workload management

Education

Certificate in Information Technology (desirable)

Job description

Unisys in Canberra, ACT is seeking a Senior Technical Service Desk professional to support Federal Government clients. You will handle Level1 IT requests with a focus on service quality, data accuracy, and timely resolution.

The role requires an active NV1 security clearance, Australian citizenship, and at least 1 year in IT service desk work. You will work in a 24/7 roster, mentoring teammates and contributing to proactive incident management.