Sr Service Desk Agent

Unisys; United States; Remote; USD 45,000 - 75,000; Full time

Job summary

Unisys in the United States seeks a Service Desk professional to deliver 2nd level telephone support for software, hardware and network issues with fast, friendly service and high First Contact Resolution.

You will document calls, manage tickets, meet SLA requirements, and escalate when needed. A 1–2 year IT service desk background and proficiency with MS Office, MS Exchange, and Windows networks are preferred; ITIL certification is a plus.

Qualifications

• Associate's degree or equivalent in information technology or IT service delivery.
• Itil Foundations Certification preferred.
• 12 months to 2 years IT Service Desk experience.
• Experience providing Level 1 support for MS Office, MS Exchange and Windows networks.

Responsibilities

• Provide 2nd level telephone contact support and resolve requests quickly.
• Document calls and cases accurately, update tickets, and escalate when needed.
• Maintain SLA awareness and meet service level targets.
• Enter troubleshooting steps into tickets to help the 321 team.
• Follow up Center cases to completion and communicate resolution steps.
• Touch all tickets on a FIFO basis and maintain data accuracy.

Skills

2nd level support

First Contact Resolution

Analytical and diagnostic skills

MS Office support

MS Exchange support

MS Windows networks

Data and voice network concepts

Education

Associate's degree

ITIL Foundations Certification

Microsoft Desktop Administration certification

Job description

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

#LI-JV1

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 .