Technical Service Desk – NV1

Unisys; Canberra; On-site; AUD 50,000 - 65,000; Full time

Job summary

Unisys is hiring for multiple level 1 service desk agents in Canberra. The role involves responding to requests across software, hardware and network areas with strong customer service focus.

You will document incidents, manage workload to meet SLAs and assign tickets to the correct team. You will operate as a single point of contact for incidents, perform diagnostics, and provide reference numbers to clients while supporting 24/7 rotation including nights and weekends.

Qualifications

• Customer-focused approach to resolving IT issues.
• Ability to handle hardware, software and network-related requests.
• Strong documentation and incident-tracking practices.

Responsibilities

• 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).

Skills

Customer service

Technical aptitude

Documentation

Time management

Multi-client support

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, NV1/NV2 Security Clearance required.