Sr Tech Svc Desk

Unisys-; Canberra; On-site; AUD 60,000 - 76,000; Full time

Job summary

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.

Responsibilities

• 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.

Skills

Customer service

Troubleshooting

Time management

Mentoring

Education

IT certificate

Tools

Ticketing 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 staffRespond 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-KC1You will be successful in this role if you have:Active NV1 Security Clearance is required. A nd 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 .