Job Description:
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Sr Technician Role
This role is responsible for leading, mentoring and training service desk staff. The ideal candidate will have experience in customer service and be able to respond to and resolve customer requests efficiently.
The successful applicant will be able to accurately document calls and incidents, manage time and workload to meet predetermined service levels and maintain data accuracy in our contact management system.
Key responsibilities include assigning incidents and requests to the correct support group, acting as a single point of contact on incidents and problems logged, and performing appropriate diagnostics to initiate problem management workflow process.
The role requires the ability to provide clients with a reference number for their incident/request, understand various media sources that interface with the Service Desk, and support multiple clients through customer service professionalism and insight.
Additional requirements include flexibility to work in a 24/7 environment and willingness to work on a rotating shift roster including nights and weekends.
Required Skills and Qualifications:
* Active NV1 Security Clearance and the ability to obtain NV2 Security Clearance are required.
* Australian Citizenship is a must.
* Customer Service Experience is preferred.
* 1 year of IT Service desk experience is required.
* Education, Training and/or Relevant Experience Equivalent to the Completion of a Relevant Certificate Course and/or Relevant Experience in Information Technology is desirable.
Benefits:
* Equal Opportunities Employer: Unisys is proud to be an equal opportunities 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 or veteran status.
Others:
What Success Looks Like In This Role:
You will be successful in this role if you have the required skills and qualifications mentioned above.