Tech Service Desk

Unisys; Canberra; On-site; AUD 60,000 - 75,000; Full time

Benefits offered by this job

Industry best practice training

Collaborative work environment

Career progression opportunities

Job summary

A leading Service Desk provider in Canberra is seeking enthusiastic Level 1 support agents to join a new team. Responsibilities include responding to customer requests regarding software and hardware issues, documenting incidents accurately, and maintaining data accuracy in the contact management system. Required qualifications include Baseline Security Clearance and Australian citizenship, with preference for candidates with customer service experience. Flexible shift work is necessary, including nights and weekends.

Qualifications

• Baseline Security Clearance required.
• Must be an Australian Citizen.
• Applicants with customer service experience preferred.

Responsibilities

• Respond to and resolve customer requests related to software and hardware.
• Accurately document calls and incidents.
• Maintain data accuracy in contact management system.

Skills

Customer service experience

Technical troubleshooting

Communication skills

Job description

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.

• 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).

You will be successful in this role if you have:

• Baseline Security Clearance required.
• Must be an Australian Citizen.
• Applicants with customer service experience preferred.