Technical Service Desk Analyst - Canberra, Australian Capital Territory

Role Overview

The Technical Service Desk Analyst role at Unisys in Canberra offers an exciting opportunity to provide first-level IT support to a range of Federal Government clients. As a Level 1 support agent, you will be responsible for responding to and resolving customer requests related to software, hardware, and network issues. This role demands proactive problem-solving skills, a strong technical aptitude, and a commitment to delivering excellent customer service. Unisys provides industry-leading training and a collaborative work environment, making this an ideal position to kick-start your career in Information Technology. The role also offers opportunities for career progression within the company.

A Day in the Life

As a Technical Service Desk Analyst, your day-to-day activities will include: * Responding to customer requests for technical assistance via phone, email, and chat. * Troubleshooting software, hardware, and network issues. * Documenting all interactions and resolutions in the contact management system. * Prioritizing and managing your workload to meet service level agreements (SLAs). * Escalating complex issues to higher-level support teams. * Providing timely updates to customers on the status of their requests. * Contributing to the knowledge base by creating and updating articles. * Maintaining a high level of customer satisfaction. This role requires flexibility, as you will be working in a 24/7 environment and may be required to work rotating shifts, including nights and weekends.

Why Canberra?

Canberra, the capital city of Australia, offers a unique blend of urban living and natural beauty. It is a city known for its high quality of life, excellent education system, and vibrant cultural scene. Canberra boasts numerous parks, lakes, and nature reserves, providing ample opportunities for outdoor activities. Working in Canberra also provides opportunities to engage with Federal Government clients, offering valuable experience and exposure to government IT systems and processes.

Career Path

The Technical Service Desk Analyst role can be a stepping stone to various career paths within Unisys. With experience and training, you can advance to roles such as: * Level 2 Support Analyst * Systems Administrator * Network Engineer * Service Desk Team Lead * IT Project Manager Unisys is committed to providing opportunities for its employees to grow and develop their skills. The company offers various training programs and mentorship opportunities to help you advance your career. ## Salary & Benefits The salary for this role is expected to be between $65,000 - $85,000 per year depending on experience and qualifications. In addition to the base salary, Unisys offers a comprehensive benefits package, which includes: * Comprehensive health insurance (medical, dental, vision) * Paid time off (vacation, sick leave, holidays) * Retirement plan (401k with company match) * Life insurance * Disability insurance * Employee assistance program (EAP) * Professional development opportunities * Employee discounts

Unisys Culture

Unisys is committed to creating a diverse and inclusive work environment where all employees feel valued and respected. The company fosters a culture of collaboration, innovation, and customer focus. Unisys is also dedicated to giving back to the community through various corporate social responsibility initiatives. Unisys’ core values include: * Integrity * Innovation * Collaboration * Client Focus * Respect ## How to Apply If you are interested in applying for the Technical Service Desk Analyst role in Canberra, please submit your resume and cover letter through the Unisys careers website. Be sure to highlight your relevant skills and experience, particularly your customer service experience and technical aptitude. ## Frequently Asked Questions (FAQ) **1. What are the key responsibilities of a Technical Service Desk Analyst?** The key responsibilities include providing first-level IT support, responding to customer requests, troubleshooting technical issues, documenting incidents, and managing workload to meet service level agreements. **2. What qualifications are required for this role?** Required qualifications include baseline security clearance, Australian citizenship, and relevant experience in information technology or customer service. **3. Is prior experience in IT support necessary?** While prior experience in IT support is desirable, applicants with strong customer service skills and a willingness to learn will also be considered. **4. What kind of training will I receive?** Unisys offers industry best practice training to equip you with the skills and knowledge necessary to succeed in this role. **5. What are the opportunities for career advancement?** The Technical Service Desk Analyst role can lead to various career paths within Unisys, such as Level 2 Support Analyst, Systems Administrator, or Service Desk Team Lead. **6. What is the work environment like at Unisys?** Unisys fosters a collaborative and supportive work environment where employees are encouraged to grow and develop their skills. **7. What are the working hours for this role?** The role requires working in a 24/7 environment and may involve rotating shifts, including nights and weekends. **8. What is the dress code at Unisys?** The dress code at Unisys is generally business casual, but may vary depending on the client and the specific role. **9. What is the interview process like?** The interview process typically involves an initial phone screening, followed by one or more in-person or video interviews with the hiring manager and other team members. **10. Does Unisys offer relocation assistance?** Relocation assistance may be available for qualified candidates, depending on the specific circumstances.