Sr Service Desk Agent

Unisys; Atlanta (GA); Presencial; USD 42 000 - 66 000; Tempo integral

Resumo da oferta

Unisys is seeking a skilled IT Service Desk professional in Atlanta to provide 2nd level telephone support and efficient incident resolution. You will handle software, hardware and network issues, document cases, and maintain timely updates for customers, with a focus on First Contact Resolution.

Requirements include ITIL Foundations and Microsoft Desktop Administration certifications, plus 1–2 years of service desk experience and knowledge of MS Office/Exchange/Windows networking.

Qualificações

• 12 months to 2 years IT Service Desk experience.
• 2-year previous experience providing Level 1 support for MS Office, MS Exchange and MS Windows networks.
• Working knowledge of data and voice network concepts.

Responsabilidades

• 2nd Level telephone contact support.
• Respond to and resolve customer requests, in relation to software, hardware and network operations difficulties by providing fast, efficient and friendly customer service.
• Ability to resolve problems with or without remote tools
• Consistently achieve First Contact Resolution performance metric
• Accurately document calls and cases
• Follow up Service Centre cases and requests to completion
• Escalate tickets as needed if on-site support is required

Conhecimentos

First Contact Resolution

MS Office support

MS Exchange support

MS Windows networks

Networking concepts

IT Service Desk experience

Formação académica

ITIL Foundations Certification

Microsoft Desktop Administration certification

Descrição da oferta de emprego

What success looks like in this role:

• 2nd Level telephone contact support.
• Respond to and resolve customer requests, in relation to software, hardware and network operations difficulties by providing fast, efficient and friendly customer service.
• Ability to resolve problems with or without remote tools
• Consistently achieve First Contact Resolution performance metric
• Accurately document calls and cases
• Aware of customer’s time restraints and work within those time limits
• Keep customer aware of resolution steps – if ticket needs to be dispatched
• Follow up Service Centre cases and requests to completion
• All tickets are to be touched on a “first in first out basis”, calling the customer on a daily basis
• Escalate tickets as needed if on-site support is required
• Resolve a minimum of 12 tickets per day (1.5 tickets per hour worked)
• Assist in cross training and communicate quick fixes
• Manage time and workload to meet predetermined service levels
• Maintain data accuracy in Service Centre through contact validation
• Understand the various media sources that interface with the Service Desk
• Champion, implement or support change
• Identify process efficiencies within the Service Centre and to take corrective action to implement change
• Discover and document process and procedures which need to be published to the team or on the Knowledgebase
• Ability to comprehend and uphold Unisys Policies and Procedures (including time reporting, attendance, etc.)

Education, training and/or relevant experience equivalent to the completion of a relevant certificate course and/or relevant experience in Information Technology service delivery Relevant IT qualifications to a tertiary level

• 12 months - 2 years IT Service Desk experience
• 2-year previous experience providing Level 1 support for MS Office, MS Exchange and MS windows networks
• Working knowledge of data and voice network concepts

ITIL Foundations Certification

• Microsoft Desktop Administration certification

This role may require access to export-controlled commodities and technology. 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.

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 GlobalRecruiting@unisys.