Sr Service Desk Agent

About the Role

Second-level telephone contact support. Respond to and resolve customer requests related to software, hardware, and network operations difficulties by providing fast, efficient, and friendly customer service.

Responsibilities

• Must be logged into the call system to receive HHOs (Helpdesk Help Outs).
• Resolve problems with or without remote tools.
• Consistently achieve First Contact Resolution performance metrics.
• Accurately document calls and cases.
• Work within customer time restraints and keep them aware of resolution steps.
• Follow up on Service Centre cases and requests to completion.
• Provide clients with problem reference numbers and request numbers.
• Enter all troubleshooting and resolution steps into the ticket for use by the 321 team to drive tickets to a lower level.
• Handle tickets on a "first in, first out" basis, calling the customer daily.
• Escalate tickets as needed if on-site support is required.
• Resolve a minimum of 12 tickets per day (1.5 tickets per hour worked).
• Understand and adhere to SLA requirements for the client.
• Assist in cross-training and communicate quick fixes.
• Manage time and workload to meet predetermined service levels.
• Maintain data accuracy in the Service Centre through contact validation.
• Champion, implement, or support change within the Service Desk.
• Identify process efficiencies and take corrective action to implement change.
• Discover and document processes and procedures for team or Knowledgebase publication.
• Provide 1 knowledge script per week on commonly seen tickets.
• Comprehend and uphold Unisys Policies and Procedures (including time reporting, attendance, etc.).

Requirements

• Associate's degree, professional certification(s), or license; 5+ years of related experience.
• Education, training, and/or relevant experience equivalent to a relevant certificate course and/or IT service delivery experience.
• Relevant IT qualifications to a tertiary level.
• 12 months to 2 years of IT Service Desk experience.
• 2 years of previous experience providing Level 1 support for MS Office, MS Exchange, and MS Windows networks.
• Working knowledge of data and voice network concepts.
• Preferred ITIL Foundations Certification.
• Microsoft Desktop Administration certification.
• Analytical and diagnostic skills.

This role may require access to export-controlled commodities and technology. Therefore, to conform to U.S. export control regulations, the applicant should be eligible for any required authorizations from the U.S. Government.