Agente de Mesa de Ayuda

Unisys; Bogotá; Presencial; COP 12.000.000 - 18.000.000; Jornada completa

Descripción de la vacante

Unisys is seeking an entry-level Service Desk professional in Bogotá to provide first line user support and drive issue resolution. You will guide users through steps to restore functionality, troubleshoot hardware, software, and connectivity problems, and escalate more complex issues to higher resolver teams.

You will also coordinate end-user service requests, install software, and assist with adherence to SLAs while learning and applying security policies.

Formación

• High School diploma or GED required.
• Typically under 1 year of experience in the area of responsibility.

Responsabilidades

• Assists with first line user support by guiding users through steps to restore functionality.
• Troubleshoots hardware, software and connectivity issues using remote access tools.
• Escalates complex issues to 2nd and 3rd level resolver teams.
• Coordinates and fulfills end-user service requests including software installation and user administration.

Conocimientos

Customer service

Technical support

Remote access

Educación

High School diploma or GED

Descripción del empleo

What success looks like in this role:

• With guidance, performs routine support duties, including:
  • Assisting with first line user support by guiding users through the necessary steps to restore functionality,
  • Troubleshooting hardware, software and connectivity issues using remote access tools
  • Escalating complex issues to 2nd and 3rd level resolver teams, and
  • Coordinating and fulfilling end-user service requests including installation of software and user administrative related requests.
• Ensures tickets are managed to closure and keeps users / clients updated on status and progress.
• Learns and complies with the Service Desk, desktop, peripheral and related connectivity and security policies and procedures.
• Contributes to continues improvement of the Service Desk knowledge base.
• Delivers results in support of the organizations SLAs.
• Assists with special projects as assigned.

You will be successful in this role if you have:

• High School diploma or GED required
• Generally, less than 1 years’ experience in area of responsibility

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 [e-mail] or alternatively Toll Free: 888-560-1782 (Prompt 4). US job seekers can find more information about Unisys’ EEO commitment here. Unisys is a global technology solutions company that powers breakthroughs for the world’s leading organizations. Our solutions – cloud, AI, digital workplace, logistics and enterprise computing – help our clients challenge the status quo and unlock their full potential. To learn how we have been helping clients push what’s possible for more than 150 years, visit unisys.com and follow us on LinkedIn. https://www.unisys.com/unisys-legal/recruiting Notice for U.S. Applicants: Unisys is an Equal Opportunity Employer – Minorities/ Females/ Veterans/ Individuals with Disabilities/ Sexual Orientation/ Gender Identity