Senior Technical Service Desk

Unisys; Canberra; On-site; AUD 50,000 - 65,000; Full time

Benefits offered by this job

Industry training

Career progression

Job summary

Unisys is seeking proactive, enthusiastic level 1 IT support agents in Canberra to join a new team supporting federal government clients. The role includes 1st level IT support, training, and opportunities for career progression.

The position requires 1 year of IT service desk experience, flexibility for 24/7 shifts (nights and weekends), and Australian citizenship with ability to obtain NV1/NV2 security clearances. Training and a collaborative work environment are offered.

Qualifications

• 1 year of IT service desk experience.
• Australian Citizen; ability to obtain NV1/NV2 clearance.
• Flexibility to work 24/7 with rotating shifts including nights/weekends.
• Certificate in IT or equivalent experience desirable.

Responsibilities

• Provide 1st Level IT Support for clients.
• Respond to and resolve software, hardware, and network issues with fast, friendly support.
• Accurately document calls and incidents in the system.
• Manage time and workload to meet service levels.
• Assign incidents to the appropriate support group and act as point of contact.
• Perform diagnostics to trigger problem management workflows.
• Provide clients with a reference number for their incident.
• Support multiple clients with professional service.

Skills

Customer service

IT support

Mentoring/training

Education

Certificate in IT

Job description

What success looks like in this role: Unisys is one of Canberra’s leading Service Desk providers, supporting a range of Federal Government clients.

We have multiple openings in a new team for proactive, enthusiastic, and technically savvy level 1 support agents.

Unisys offers industry best practice training, a collaborative work environment and opportunities for career progression that can kick-start your career in Information Technology.

Key Responsibilities

• Provide 1st Level IT Support.
• Experience leading, mentoring and or training service desk staff
• Respond to and resolve customer requests, in relation to software, hardware and network operations difficulties by providing fast, efficient, and friendly customer service.
• Accurately document calls and incidents.
• Manage time and workload to meet predetermined service levels.
• Maintain data accuracy in our contact management system.
• Assign incidents and requests to the correct support group.
• Act as a single point of contact on incidents and problems logged.
• Perform appropriate diagnostics to initiate problem management workflow process.
• Provide clients with a reference number for their incident/request.
• Understand various media sources that interface with the Service Desk.
• Support multiple clients through customer service professionalism and insight.

Benefits

• Unisys offers industry best practice training, a collaborative work environment and opportunities for career progression.

Requirements

• Flexible to work in a 24/7 environment and requires being able to work on a rotating shift roster including nights and weekends.
• Ability to comprehend and uphold Unisys Policies and Procedures (including time reporting, attendance, etc).
• Active NV1 Security Clearance is required.
• And the ability to obtain NV2 Security Clearance is required.Must be an Australian Citizen.
• Applicants with customer service experience preferred.
• 1 year of IT Service desk experience.
• Education, training, and/or relevant experience equivalent to the completion of a relevant certificate course and/or relevant experience in Information Technology is desirable.

Equal Opportunity Employer

Unisys is proud to be an equal opportunity employer that considers all qualified applicants without regard to age, caste, citizenship, color, disability, family medical history, family status, ethnicity, gender, gender expression, gender identity, genetic information, marital status, national origin, parental status, pregnancy, race, religion, sex, sexual orientation, transgender status, veteran status or any other category protected by law. This commitment includes our efforts to provide for all those who seek to express interest in employment the opportunity to participate without barriers.

If you are a US job seeker unable to review the job opportunities herein, or cannot otherwise complete your expression of interest, without additional assistance and would like to discuss a request for reasonable accommodation, please contact our Global Recruiting organization at [e-mail] or alternatively Toll Free: 888-560-1782 (Prompt 4). US job seekers can find more information about Unisys’ EEO commitment here.

Unisys is a global technology solutions company that powers breakthroughs for the world’s leading organizations. Our solutions – cloud, AI, digital workplace, logistics and enterprise computing – help our clients challenge the status quo and unlock their full potential. To learn how we have been helping clients push what’s possible for more than 150 years, visit unisys.com and follow us on LinkedIn.

https://www.unisys.com/unisys-legal/recruiting Notice for U.S. Applicants: Unisys is an Equal Opportunity Employer – Minorities/ Females/ Veterans/ Individuals with Disabilities/ Sexual Orientation/ Gender Identity

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