Assoc Tech Svc Desk

Unisys; Bengaluru; On-site; INR 250,000 - 420,000; Full time

Job summary

Unisys Bengaluru seeks an entry-level Service Desk Analyst to support users by guiding them through restoration steps and addressing hardware, software, and connectivity issues. You will escalate complex tickets to second and third level teams and coordinate end-user service requests, including software installs and user administration tasks.

You will ensure timely ticket closure, adhere to security policies, and contribute to the knowledge base while supporting SLA commitments and participating

Qualifications

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

Responsibilities

• Assist with first line user support by guiding users through 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 software installation and user admin tasks
• Ensure tickets are managed to closure and keep users updated on status
• Learn and comply with Service Desk, desktop, peripheral, connectivity and security policies
• Contribute 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

First line support

Troubleshooting

Escalation

Service requests

Ticket closure

Policies and procedures

Knowledge base

Service Level Agreements

Special projects

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: 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

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

Unisys is proud to be an equal opportunity employer that considers all qualified applicants without regard to age, blood type, 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.

Local employment practices and rights may vary by jurisdiction and are subject to applicable local laws. 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]. US job seekers can find more information about Unisys' EEO commitment here.