Technical Service Desk – Level 1 Support

About the role

Unisys is one of Canberra’s leading Service Desk providers, supporting a range of Federal Government clients. We have multiple openings in a new team for proactive, enthusiastic, and technically savvy level 1 support agents. Unisys offers industry best practice training, a collaborative work environment and opportunities for career progression that can kick‑start your career in Information Technology.

Key responsibilities

• Provide 1st Level IT Support for software, hardware and network issues.
• Respond to and resolve customer requests quickly and courteously.
• Accurately document calls and incidents in the contact management system.
• Manage time and workload to meet predetermined service levels.
• Maintain data accuracy and assign incidents 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.
• Provide clients with a reference number for each incident or request.
• Support multiple clients through professional customer service.
• Work on a rotating 24/7 shift roster, including nights and weekends.
• Uphold Unisys policies and procedures, including time reporting and attendance.

Required profile

• Baseline, NV1/NV2 Security Clearance required.
• Must be an Australian Citizen.