Unisys
IT Helpdesk (Security Clearance Required)
Keep Breaking Through
Customer service and support
Full-time
Hybrid | Canberra, ACT, AU · Option to work on client sites in Perth, Brisbane, Melbourne or Sydney.
Visa sponsorship · No
Junior · A role for someone with some basic skills, good motivation and ability to learn. Typically 1-2 years of experience is required.
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Why Unisys
We are a global information technology company that builds high-performance, security-centric solutions that can help change the world. Our vision is to enhance people's lives through secure, reliable advanced technology. At Unisys, we believe in better! Here, you have the opportunity to learn new skills, apply your expertise, and solve complex problems with cutting edge technologies and solutions. You are part of a global diverse team that supports you, drives change, and consistently delivers successful results. Our associates are at the forefront of everything we do, driving our clients' successes while giving back to communities and making this world a safer and more secure place to live and work. Our success is a direct result of the work of our people who live and breathe our Core Beliefs. Simply put, we believe in better lives. Join us!
About the role
The IT Helpdesk is responsible for providing the entry-level telephone technical support for hardware such as: Laptops, Desktops, PDA’s, and Printers, and providing software technical support for products such as; Microsoft Windows Operating Systems, Microsoft Office, Lotus Notes, Smart Suite and other proprietary software. Answer basic questions about installation, operation, configuration, customization, and usage of assigned products. Apply basic diagnostic techniques to identify problems, investigate causes and recommend solutions to correct common failures.
You will deliver value by:
- Providing Level 1 support to end users to resolve incidents and diagnose underlying problems using remote connection toolset and implement corrective actions.
- Handling calls within product/client phone queues as directed.
- Performing required troubleshooting on all calls, and escalates, as necessary, any calls outside agent’s established technical knowledge boundaries.
- Escalating complex problems to the Remote Support Engineering staff or Field Engineering.
- Ensuring customer satisfaction on all completed calls, or verifies that customer has alternative plan for problem resolution.
- Effectively communicating with members of management and technology support teams.
- Informing supervisors of any work conflicts, dissatisfied customers, or hardware/software malfunctions.
- Working in a shift pattern and being flexible.
You will be successful in this role if you have:
- Have good IT knowledge & background (OS, Application software, Networks & IT infrastructure)
- Have a government security clearance (Baseline, NV1 or NV2)
- Good in trouble shooting application problems
- Good command of oral English, capable to read and write English
- Good communication skills and customer services oriented
- At least 1 year’s relevant experience; preferably with a telephone customer service positions with multi-national information technology companies
- Completed Technical Certifications such as MCSE, MCITP are preferred.
What you'll be responsible for
- 🛟
Query Handling
Address and resolve queries, questions, and problems to ensure positive customer outcomes and experiences
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Issue Identification and Improvement
Identify and escalate issues, and suggest improvements to the development team
Skills you'll need
- 🔍
Attention to detail
Accurately identifies and rectifies discrepancies or errors that exists in information and deliverables
- 🎙
Verbal communication
Speaks clearly to convey information effectively to a target audience
Meet the team
Applying with Hatch
Unisys is using Hatch to accept applications for this role. Hatch helps you demonstrate your fit, no matter your background.
Learn more about Hatch