Sr Service Desk Agent

Unisys; Georgia; On-site; USD 42,000 - 65,000; Full time

Job summary

Unisys is seeking a Service Desk professional in the United States (Georgia) to provide second-level telephone support for software, hardware, and network issues. You will log into the call system, resolve problems with or without remote tools, and document all steps, ensuring First Contact Resolution and SLA adherence.

The role emphasizes daily ticket handling, FIFO workflow, on-site escalation when needed, and continuous knowledge sharing while maintaining data accuracy in the Service Centre.

Qualifications

• Associate's degree, professional certification(s), or license; 5+ years of related experience.
• 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

Responsibilities

• Respond to and resolve customer requests, in relation to software, hardware and network operations difficulties by providing fast, efficient and friendly customer service.
• Must be logged into the call system so that HHO’s can be received
• 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
• Provide clients with problem reference numbers and request numbers
• Enter all troubleshooting/resolution steps into the ticket - this information will be used for the 321 team to drive tickets to a lower level
• 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)
• Understanding of SLA requirements for the client
• 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
• Provide 1 knowledge script per week on commonly seen tickets
• Ability to comprehend and uphold Unisys Policies and Procedures (including time reporting, attendance, etc.)

Job description

• Respond to and resolve customer requests, in relation to software, hardware and network operations difficulties by providing fast, efficient and friendly customer service.
• Must be logged into the call system so that HHO’s can be received
• 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
• Provide clients with problem reference numbers and request numbers
• Enter all troubleshooting/resolution steps into the ticket - this information will be used for the 321 team to drive tickets to a lower level
• 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)
• Understanding of SLA requirements for the client
• 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
• Provide 1 knowledge script per week on commonly seen tickets
• Ability to comprehend and uphold Unisys Policies and Procedures (including time reporting, attendance, etc.)

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.
• Must be logged into the call system so that HHO’s can be received
• 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
• Provide clients with problem reference numbers and request numbers
• Enter all troubleshooting/resolution steps into the ticket - this information will be used for the 321 team to drive tickets to a lower level
• 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)
• Understanding of SLA requirements for the client
• 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
• Provide 1 knowledge script per week on commonly seen tickets
• Ability to comprehend and uphold Unisys Policies and Procedures (including time reporting, attendance, etc.)

You will be successful in this role if you have:

• Associate's degree, professional certification(s), or license; 5+ years of related experience.
• 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

Preferred

• ITIL Foundations Certification
• Microsoft Desktop Administration certification
• Analytical and diagnostic skills

This role may require access to export-controlled commodities and technology. Therefore, to conform to U.S. export control regulations, applicant should be eligible for any required authorizations from the U.S. Government.

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.