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Service Desk Agent

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Unisys

1mo ago

  • Job
    Full-time
    Entry & Junior Level
  • Customer Relations
    IT & Cybersecurity
  • Canberra
  • Quick Apply

AI generated summary

  • You must be an Australian citizen with NV1 Security Clearance, have customer service experience, and possess relevant IT education or experience.
  • You will provide 1st Level IT support, resolve customer requests, document incidents, manage workloads, assign cases, perform diagnostics, and uphold policies in a 24/7 environment.

Requirements

  • Must be an Australian Citizen.
  • NV1 Security Clearance required.
  • Applicants with customer service experience preferred.
  • Education, training, and/or relevant experience equivalent to the completion of a relevant certificate course and/or relevant experience in Information Technology is desirable.

Responsibilities

  • Provide 1st Level IT Support.
  • 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).

FAQs

What are the primary responsibilities of a Service Desk Agent at Unisys?

The primary responsibilities include providing 1st Level IT Support, responding to and resolving customer requests related to software, hardware, and network operations, accurately documenting calls and incidents, managing time and workload to meet service levels, and maintaining data accuracy in the contact management system.

What qualifications are required for this position?

Applicants must be Australian Citizens, possess NV1 Security Clearance, and preferably have customer service experience. Education or training equivalent to the completion of a relevant certificate course and/or relevant experience in Information Technology is also desirable.

Is experience in customer service important for this role?

Yes, applicants with customer service experience are preferred for the Service Desk Agent position.

What is the working environment like for this role?

Unisys offers a collaborative work environment, industry-best practice training, and opportunities for career progression. The role requires flexibility to work in a 24/7 environment, including nights and weekends on a rotating shift roster.

What does it mean to act as a single point of contact on incidents and problems logged?

Acting as a single point of contact means that you will be responsible for managing and communicating the status of incidents and problems, providing a reference number to clients, and ensuring that issues are appropriately documented and routed.

Is Unisys an equal opportunity employer?

Yes, Unisys is proud to be an equal opportunity employer and considers all qualified applicants without regard to various protected categories such as age, gender, ethnicity, and more.

How can US job seekers request accommodations during the application process?

US job seekers can discuss a request for reasonable accommodation by contacting Unisys' Global Recruiting organization at GlobalRecruiting@unisys.com or calling Toll Free: 888-560-1782 (Prompt 4).

What kind of training will be provided to new hires?

New hires will receive industry best practice training to equip them with the necessary skills for the role.

What is meant by maintaining data accuracy in the contact management system?

Maintaining data accuracy involves ensuring that all information related to customer requests, incidents, and resolutions is recorded accurately and up-to-date in the management system to facilitate efficient service delivery.

Are there opportunities for career progression within Unisys?

Yes, Unisys offers opportunities for career progression that can help kick-start your career in Information Technology.

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Unisys

We relentlessly reimagine the status quo to propel people and organizations forward.

Consulting
Industry
10,001+
Employees
1986
Founded Year

Mission & Purpose

We are a global technology solutions company that powers breakthroughs for the world’s leading organizations. These solutions — digital workplace, cloud, applications & infrastructure, enterprise computing and business process solutions — help people overcome obstacles and not only reach their greatest potential but go beyond it.