UTS TSR3

Unisys; Campo Grande; Presencial; BRL 30.000 - 60.000; Tempo integral

Resumo da oferta

An established industry player is seeking a dedicated IT Service Desk professional to join their dynamic team. In this role, you will provide essential Level 3 support for software, hardware, and network issues, ensuring customer satisfaction through efficient problem resolution. You'll be part of a collaborative environment that values learning and innovation, while also contributing to community safety and security. If you have a passion for technology and a commitment to excellence, this opportunity is perfect for you.

Qualificações

• Relevant education or experience in IT.
• At least 6 months of IT Service Desk experience.

Responsabilidades

• Provide 3rd level telephone support and resolve customer requests.
• Log and manage service requests efficiently.
• Maintain data accuracy and support process improvements.

Conhecimentos

IT Service Desk

Level 3 Support

MS Office

MS Exchange

Windows Networks

Data Network Concepts

Voice Network Concepts

Formação académica

Certificate in IT

Descrição da oferta de emprego

We are a global information technology company that builds high-performance, security-centric solutions to help change the world. Our vision is to enhance people's lives through secure, reliable, and advanced technology.

At Unisys, we believe in better! Here, you have the opportunity to learn new skills, apply your expertise, and solve complex problems using cutting-edge technologies. You will be part of a diverse, global team that supports you, drives change, and consistently delivers successful results.

Our associates are at the forefront, driving our clients' success while giving back to communities and making the world a safer, more secure place. Our success stems from our people who embody our Core Beliefs. Join us and be part of something better!

Responsibilities

• Obtain required information from service requesters, query clients for accurate product identification, and log information into the call management system.
• Work independently or as part of a team under a manager's guidance.
• Interface with clients, service delivery units, management, and team members to ensure correct routing of service requests.
• Determine service entitlement by reviewing contracts or generating contracts for non-contracted services.
• Utilize multiple internal systems for activities such as locating and coordinating shipping of critical parts, and managing parts inventory levels.

Key Responsibilities

• Provide 3rd level telephone support.
• Respond to and resolve customer requests related to software, hardware, and network issues efficiently and courteously.
• Log into the call system to receive and manage requests.
• Resolve problems using remote tools when available.
• Achieve First Contact Resolution metrics.
• Document calls and cases accurately.
• Keep customers informed of resolution steps and follow up to ensure completion.
• Provide reference and request numbers for issues.
• Enter troubleshooting and resolution steps into tickets.
• Handle tickets on a FIFO basis, with regular customer follow-up.
• Escalate tickets as needed for on-site support.
• Resolve at least 12 tickets per day.
• Understand SLA requirements and manage workload accordingly.
• Maintain data accuracy and support process improvements.
• Contribute to knowledge base documentation.
• Uphold Unisys policies and procedures.

Qualifications

• Relevant education, training, or experience, such as a certificate in IT or related field.
• At least 6 months of IT Service Desk experience.
• Experience providing Level 3 support for MS Office, MS Exchange, and Windows networks.
• Knowledge of data and voice network concepts.

About Unisys

Unisys Corporation is a global IT company based in Blue Bell, Pennsylvania, offering IT services, software, and technology solutions.