Technical Service Desk Agent
External
Unisys · RemoteFull-timeRemoteToday
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Responsibilities
- 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
- Ability to resolve problems with or without remote tools
- Consistently achieve First Contact Resolution performance metric
- Accurately document calls and cases
- 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
- Assist 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
- Ability 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.
- You will be successful in this role if you have:
- Associate's degree, professional certification(s), or license; 5+ 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
- 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! We're committed to supporting work-life balance and investing in your future success.Video InterviewAt 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!#LI-MT1This 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.Health insurance401(k)Remote work optionsParental leave
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