**What success looks like in this role**:
- Act as a single point of contact to provide 1st level IT support.
- Respond to and resolve customer requests or incidents providing fast and efficient, customer service.
- Perform standard diagnostics to initiate the problem management workflow process.
- Strive for a high level of first-contact resolution.
- Ability to resolve problems with or without remote tools.
- Consistently achieve First Contact Resolution performance metric.
- Accurately document calls and cases. Assist in cross training and communicate quick fixes.
- Understanding of SLA requirements for the client.
- Manage time and workload to meet predetermined service levels.
- Maintain data accuracy in Service Centre through contact validation.
- Champion, implement or support change. Identify process efficiencies within the Service Centre and to take corrective action to implement change
- **This role will require applicant to be working in nightshifts/ roster. Night Shift has additional loading on the associate's base hourly rate.**
- Australian Citizens with an active AGSVA NV1/ NV2 clearance are a must for this role.
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**You will be successful in this role if you have**:
- Australian Citizens only due to the nature of the role/account.
- NV1 or NV2 active clearance is a must have.
- Demonstrated experience in 1st level technical support in an ITIL Service Desk environment.
- 2-year minimum previous experience providing Level 1 support for MS Office, MS Exchange and MS windows networks
- Demonstrated experience in supporting Microsoft Windows 10 and Office 365.
- Working knowledge of data and voice network concepts
- Understanding of Active Directory and administration processes.
- A keen interest in developing a career in IT (essential)
Preferred:
- ITIL Foundations Certification
- Microsoft Desktop Administration certification
- Analytical and diagnostic skills
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.