Technical Service Desk

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

Job summary

Unisys Canberra operates as a leading Service Desk for Federal Government clients and is hiring multiple level 1 IT support agents. The role focuses on frontline IT support, ticketing, and customer service excellence.

Applicants should be Australian citizens with NV1 clearance; IT certificate or training is desirable. The team emphasizes collaboration, training, and career progression within IT support.

Qualifications

• Australian citizenship required.
• NV1 security clearance required.
• Customer service experience preferred.
• Education/training in Information Technology desirable.

Responsibilities

• Provide 1st Level IT Support.
• Respond to and resolve requests related to software, hardware and network issues with courteous service.
• Accurately document calls and incidents.
• Manage time/workload to meet service levels.
• Maintain data accuracy in the contact management system.
• Assign incidents/requests to appropriate support groups.
• Act as single point of contact for incidents and problems.
• Perform diagnostics to start problem management workflows.
• Provide clients with an incident/reference number.
• Understand media sources interfacing with the Service Desk.
• Support multiple clients with professional customer service.

Skills

Customer service

Technical support

Australian citizen

Education

Relevant IT certificate

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.

Job responsibilities

• Provide 1st Level IT Support.
• 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.
• Ability to comprehend and uphold Unisys Policies and Procedures (including time reporting, attendance, etc).

You will be successful in this role if you have:

• Must be an Australian Citizen.
• NV1 Security Clearance required.
• 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. 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