Hybrid Services Support Rep 2 Services Support Rep 2 with verification
Unisys · Canberra, Australian Capital Territory, Australia (On-site) · nan, · Hybrid
About the job
- 1st Level telephone and other media contact support.
- Strive for a high level of first contact resolution
- 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.
- Support multiple clients through customer service professionalism and insight.
- Identify process efficiencies within the Service Centre and to take corrective action to implement change.
- Discover and document process and procedures which need to be published to the team or on the Knowledgebase.
- Ability to comprehend and uphold Unisys Policies and Procedures (including time reporting, attendance, etc)
- Typically requires: High School diploma (associate's degree, professional certification(s), or license preferred),
- 2-4 years of related experience.
- Education, training and/or relevant experience equivalent to the completion of a relevant certificate course and/or relevant experience in Information Technology service delivery Relevant IT qualifications to a tertiary level.
- 6 months IT Service Desk experience.
- 6 months previous experience providing Level 3 support for MS Office, MS Exchange and MS windows networks.
- Working knowledge of data and voice network concepts
This commitment includes our efforts to provide for all those who seek to express interest in employment the opportunity to participate without barriers. If you are a US job seeker unable to review the job opportunities herein, or cannot otherwise complete your expression of interest, without additional assistance and would like to discuss a request for reasonable accommodation, please contact our Global Recruiting organization at [email protected] or alternatively Toll Free: 888-560-1782 (Prompt 4). US job seekers can find more information about Unisys’ EEO commitment here.