Technical Service Desk

Unisys; Canberra; On-site; AUD 60,000 - 70,000; Full time

Job summary

Unisys is a Canberra-based leading Service Desk provider supporting federal government clients. We have openings for proactive Level 1 support agents with training and opportunities for career progression.

Roles involve handling requests across software, hardware and network issues, documenting incidents, and maintaining data accuracy while working a rotating shift including nights and weekends.

Qualifications

• Australian citizenship
• Baseline security clearance
• Customer service experience preferred
• Education, training, and/or relevant IT experience desirable

Responsibilities

• Respond to and resolve customer requests for software, hardware and network issues with prompt, friendly service.
• Accurately document calls and incidents.
• Manage workload to meet service levels with attention to detail.
• Maintain data accuracy in the contact management system.
• Assign incidents to the correct support group and act as a single point of contact.
• Perform diagnostics to initiate problem management workflow.
• Provide clients with a reference number for incidents/requests.
• Understand various media sources interfacing with the Service Desk.
• Support multiple clients with professionalism and insight.
• Work flexibly in a 24/7 rotating shift roster, including nights and weekends.
• Uphold Unisys policies and procedures, including time reporting and attendance.

Skills

Customer service

Time management

Communication skills

Education

Certificate in IT/related training

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.

• 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 is necessary.
• Must be an Australian Citizen.
• Applicants with customer service experience preferred.
• 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.