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Service Desk Agent

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Unisys

Jan 24, 2025

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

AI generated summary

  • You must be an Australian citizen with preferred customer service experience and relevant IT education or equivalent experience.
  • You will provide 1st Level IT support, resolve customer requests, document incidents, manage workloads, and maintain data accuracy in a fast-paced, 24/7 environment.

Requirements

  • Must be an Australian Citizen.
  • 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 is the primary responsibility of a Service Desk Agent at Unisys?

The primary responsibility is to provide 1st Level IT support by responding to and resolving customer requests related to software, hardware, and network operations difficulties.

What kind of training does Unisys offer for this role?

Unisys offers industry best practice training to help new agents develop their skills and succeed in their roles.

Is previous customer service experience required for this position?

While not strictly required, applicants with customer service experience are preferred for this position.

What kind of work environment can I expect at Unisys?

You'll be working in a collaborative environment that encourages teamwork and offers opportunities for career progression in Information Technology.

Is there a need to work flexible hours for this role?

Yes, the role requires flexibility to work in a 24/7 environment, including on a rotating shift roster that involves nights and weekends.

Are there opportunities for career advancement within the company?

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

What qualifications are preferred for this position?

Education, training, and/or relevant experience equivalent to the completion of a relevant certificate course and/or experience in Information Technology is desirable.

What is the location of this job?

The job is located in Canberra, supporting a range of Federal Government clients.

Is being an Australian citizen a requirement for this role?

Yes, applicants must be Australian citizens to be considered for this position.

What is the process for documenting calls and incidents?

Service Desk Agents are required to accurately document calls and incidents in the contact management system to maintain data accuracy and ensure efficient follow-up on customer requests.

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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.