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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
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
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.
Unisys is proud to be an equal opportunity employer that considers all qualified applicants without regard to age, caste, citizenship, color, disability, family medical history, family status, ethnicity, gender, gender expression, gender identity, genetic information, marital status, national origin, parental status, pregnancy, race, religion, sex, sexual orientation, transgender status, veteran status or any other category protected by law.
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 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 or alternatively Toll Free: 888-560-1782 (Prompt 4). US job seekers can find more information about Unisys ’ EEO commitment here.
