Agente de Mesa de Ayuda

Unisys; Cundinamarca; On-site; COP 15,000,000 - 25,000,000; Full time

Job summary

Unisys is seeking a Service Desk supporter in Colombia to handle first-line user issues under guidance, guiding users to restore functionality and coordinating software installations.

You will troubleshoot hardware, software and connectivity via remote tools, escalate when needed, and ensure tickets close while keeping users informed. The role emphasizes adherence to policies and contributing to the knowledge base; growth opportunities exist.

Qualifications

• High School diploma or GED is required.
• Typically less than 1 year of experience in the area.

Responsibilities

• Assist with first line user support and guide users to restore functionality.
• Troubleshoot hardware, software, and connectivity issues using remote access tools.
• Escalate complex issues to higher resolver teams.
• Coordinate and fulfill end-user service requests including software installation.
• Ensure tickets are closed and users are updated on status.
• Follow Service Desk and security policies; contribute to the knowledge base.
• Support SLAs and assist with special projects.

Skills

First line support

Troubleshooting

Remote access tools

Escalation

Service requests coordination

SLA adherence

Education

High School diploma or GED

Tools

Remote access tools

Job description

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