Unisys
Sr Service Desk Agent
- Compensation
- Not disclosed
- Location
- USA GA Remote
- Work setup
- Remote
- Seniority
- Senior
- Employment
- Not specified
- Experience
- 2+ years
- Category
- It support
- Posted
Skills
Nice to have
- • ITIL Foundations Certification
- • Microsoft Desktop Administration certification
- • Analytical and diagnostic skills
- #LI-JV1
- 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 fro
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- This commitment includes our efforts to provide for all those who seek to express interest in employment the opportunity to participate without barriers. If you are a US job seeker unable to review th
Full description
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
- 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.)
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