Agente de Mesa de Ayuda

Unisys; Oriente; On-site; COP 14,000,000 - 22,000,000; Full time

Job summary

Unisys is seeking a junior Service Desk support specialist in Colombia to assist with first line user support, guide users to restore functionality, and troubleshoot hardware, software, and connectivity issues using remote tools.

Under guidance, you will escalate complex problems to higher level teams, manage tickets to closure, follow security policies, and contribute to the knowledge base while meeting SLAs.

Qualifications

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

Responsibilities

• Assist with first line user support by guiding users through the necessary steps to restore functionality.
• Troubleshoot hardware, software and connectivity issues using remote access tools.
• Escalate complex issues to 2nd and 3rd level resolver teams.
• Coordinate and fulfill end-user service requests including installation of software and user administrative related requests.
• Ensure tickets are managed to closure and keep users updated on status and progress.
• Learn and comply with Service Desk policies and procedures.
• Contributes to continuous improvement of the Service Desk knowledge base.
• Deliver results in support of the organization's SLAs.
• Assist with special projects as assigned.

Skills

Customer service

Remote support

Troubleshooting

Hardware issues

Software issues

Education

High School diploma or GED

Job description

• With guidance, performs routine support duties, including: o Assisting with first line user support by guiding users through the necessary steps to restore functionality, o Troubleshooting hardware, software and connectivity issues using remote access tools o Escalating complex issues to 2nd and 3rd level resolver teams, and o 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

What Success Looks Like In This Role

• With guidance, performs routine support duties, including: o Assisting with first line user support by guiding users through the necessary steps to restore functionality, o Troubleshooting hardware, software and connectivity issues using remote access tools o Escalating complex issues to 2nd and 3rd level resolver teams, and o 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.