Technical Service Desk (NV1/NV2)

Unisys; Canberra; On-site; AUD 40,000 - 50,000; Full time

Job summary

Unisys in Canberra is hiring proactive, technically savvy level 1 service desk agents to support federal government clients. You will respond to incidents and requests, document and route to the correct team, and work to resolve issues quickly and professionally.

This role requires NV1/NV2 baseline security clearance, and offers an opportunity to grow within a collaborative service desk environment. A rotating 24/7 shift including nights and weekends is required, with adherence to Unisys

Qualifications

• Baseline, NV1/NV2 Security Clearance required.

Responsibilities

• Respond to and resolve customer requests related to software, hardware and network operations.
• 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).

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.