Technical Service Desk Agent - Unisys

What success looks like in this role:

Key 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 concept