Technical Service Desk Agent
Key Responsibilities
What success looks like in this role: 2nd Level telephone contact support.
- Respond to and resolve customer requests, in relation to software, hardware and network operations difficulties by providing fast, efficient and friendly customer service.
- Must be logged into the call system so that HHO’s can be received.
- Able to resolve problems with or without remote tools.
- Consistently achieve First Contact Resolution performance metric.
- Aware of customer’s time restraints and work within those time limits.
- Keep customer aware of resolution steps – if ticket needs to be dispatched.
- Follow up Service Centre cases and requests to completion.
- Provide clients with problem reference numbers and request numbers.
- Enter all troubleshooting/resolution steps into the ticket – this information will be used for the 321 team to drive tickets to a lower level.
- All tickets are to be touched on a “first in first out basis”, calling the customer on a daily basis.
- Escalate tickets as needed if on-site support is required.
- Resolve a minimum of 12 tickets per day (1.5 tickets per hour worked).
- Understanding of SLA requirements for the client.
- Aid in cross training and communicate quick fixes.
- Manage time and workload to meet predetermined service levels.
- Maintain data accuracy in Service Centre through contact validation.
- Understand the various media sources that interface with the Service Desk.
- Champion, implement or support change.
- 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.
- Provide 1 knowledge script per week on commonly seen tickets.
- To comprehend and uphold Unisys Policies and Procedures (including time reporting, attendance, etc.).
Role Requirements
This role may require access to export-controlled commodities and technology. Therefore, to conform to U.S. export control regulations, applicant should be eligible for any required authorizations from the U.S. Government.
- An associate's degree, professional certification(s), or license; 5+ years of related experience.
- Educational, 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.
- 12 months - 2 years IT Service Desk experience.
- 2-year 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.
Benefits
Unisys offers an outstanding benefits package, featuring unlimited paid time off, a 401(k) match, comprehensive healthcare, HSA matching, ongoing learning opportunities, and more!
Video Interview
This role may require access to export-controlled commodities and technology. Therefore, to conform to U.S. export control regulations, applicant should be eligible for any required authorizations from the U.S. Government.
We’re committed to supporting work-life balance and investing in your future success. Video Interview At Unisys, we incorporate video interviews as a key part of our hiring process. This allows us to get to know you better and provide a more engaging and convenient interview experience. We appreciate your understanding and look forward to connecting with you virtually!
EEO Commitment
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 GlobalRecruiting@unisys.com or alternatively Toll Free: 888-560-1782 (Prompt 4).
US job seekers can find more information about Unisys’ EEO commitment here.