Technical Service Desk Analyst

Role Overview

Unisys is recognized as a premier Service Desk provider in Canberra, delivering support to various Federal Government clients. We are seeking multiple proactive, motivated, and technically knowledgeable level 1 support agents to join a newly formed team. The role offers comprehensive industry training, a cooperative work culture, and promising career advancement opportunities for individuals starting their IT career.

Key Responsibilities

• Deliver first-level IT support services.
• Address and resolve customer inquiries regarding software, hardware, and network challenges efficiently and courteously.
• Precisely document all call and incident details.
• Effectively manage workload and time to achieve set service level targets.
• Ensure data integrity within the contact management system.
• Allocate incidents and requests to appropriate support teams accurately.
• Serve as the primary contact for logged incidents and issues.
• Conduct diagnostics to commence problem management processes.
• Provide clients with reference numbers pertaining to their incident or request.
• Understand and manage various communication channels interfacing with the Service Desk.
• Support multiple clients with professionalism and insightful customer service.
• Exhibit flexibility to work within a 24/7 operation, including night shifts and weekends on a rotating roster.
• Adhere to Unisys Policies and Procedures, including those related to time reporting and attendance.

Eligibility Criteria

• Must possess or be eligible for Baseline Security Clearance.
• Applicants must be Australian citizens.
• Prior customer service experience is favored.
• Education or relevant IT training equivalent to a certificate course and/or related hands-on experience is desirable.

Equal Opportunity Statement

Unisys is committed to providing equal employment opportunity to all qualified candidates, regardless of age, caste, citizenship, color, disability, family medical history/status, ethnicity, gender, gender expression/identity, genetic information, marital status, national origin, parental status, pregnancy, race, religion, sex, sexual orientation, transgender status, veteran status, or any other legally protected category. Employment practices and rights vary locally and are governed by respective laws, ensuring barrier-free participation for all interested applicants.

Additional Information for U.S. Applicants

U.S.-based job seekers needing accommodations to engage with this opportunity can reach out to the Global Recruiting team. Further details on Unisys' commitment to Equal Employment Opportunity are available internally.