Sr Tech Svc Desk

Unisys; Canberra; On-site; AUD 50,000 - 60,000; Full time

Job summary

Unisys is seeking proactive level 1 IT support agents in Canberra to deliver efficient service to federal clients. You will mentor others, resolve issues across software, hardware and network domains, and document interactions precisely.

Ideal candidates will hold an active NV1 clearance and be able to obtain NV2, be an Australian citizen, and have IT service desk experience or relevant training. The role supports a 24/7 roster in a collaborative environment.

Qualifications

• Active NV1 Security Clearance is required.
• Australian Citizenship is required.
• 1 year of IT Service desk experience is preferred.
• Certificate or training in Information Technology is desirable.

Responsibilities

• Respond to and resolve customer requests related to software, hardware and network operations with fast, friendly service.
• Accurately document calls and incidents in the management system.
• Assign incidents and requests to the correct support group.
• Act as a single point of contact on incidents and problems logged.
• Support a 24/7 environment with rotating shifts including nights and weekends.

Skills

Customer service

IT Support

Diagnostics

Time management

Education

Relevant certificate in IT

Tools

Incident management system

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. 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. Flexible to work in 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). #LI-KC1

You will be successful in this role if you have: 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.

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. Local employment practices and rights may vary by jurisdiction and are subject to applicable local laws. 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]. 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