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.
What success looks like in this role:
- Provide 1st Level IT Support.
- Experience leading, mentoring and or training service desk staff
- 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.
- Adaptable 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 is required.
- Must be an Australian Citizen.