## Service Delivery Coordinator-Field ServicesApply: Townsville, QLD, Australia: Cairns, QLD, Australia: Full time: Posted Today: REQ576573**What success looks like in this role:**As a Service Delivery Coordinator, you will:* Triage incoming ICT incidents and service requests accurately and efficiently.* Review ticket information and engage customers to obtain missing or additional information.* Determine the appropriate support pathway using established processes and triage criteria.* Coordinate work between customers, the Centre of Excellence (COE), Field Engineers and specialist support teams.* Identify opportunities for immediate resolution and close straightforward requests where appropriate.* Coordinate customer and Field Engineer appointments when onsite support is required.* Maintain clear and professional customer communication throughout the coordination process.* Ensure tickets contain accurate, complete and actionable information before escalation or reassignment.* Monitor ticket age, priority and SLA requirements and take action to prevent unnecessary delays.* Maintain accurate ticket notes, records and supporting evidence.* Follow established ICT service management, triage and escalation processes.* Manage a high volume of tickets while maintaining quality and accuracy.* Work collaboratively with national delivery teams to support workload balancing and service performance.* Identify recurring issues,



process gaps and opportunities for continuous improvement.* Contribute to team quality, performance and service improvement initiatives.## About YouWe are looking for someone who takes ownership, communicates confidently and understands that good service delivery is about more than simply moving a ticket to another queue.You will ideally have:* Strong customer service and communication skills.* Experience in ICT service delivery, service desk, coordination or a similar operational setting.* Strong attention to detail and commitment to following established processes.* The ability to manage and priorities a high volume of tickets and competing activities.* Confidence engaging with customers, technical specialists and operational teams.* Strong written communication and ticket documentation skills.* Good judgement when determining the appropriate escalation or support pathway.* The ability to work effectively as part of a nationally distributed team.* An understanding of ITIL or IT Service Management principles would be advantageous.* Experience using enterprise ticketing or ITSM platforms would be highly regarded.* A proactive approach to identifying problems and improving ways of working.**You will be successful in this role if you have:*** NV1 Security clearance must have for this role.
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📌 Service Delivery Coordinator-Field Services (Townsville City)
🏢 Unisys
📍 Townsville City