Tech Service Desk

Unisys Corporation; United States; On-site; USD 45,000 - 65,000; Full time

Benefits offered by this job

Unlimited PTO

401(k) match

Healthcare

HSA matching

Learning opportunities

Job summary

Unisys Corporation is seeking a Service Desk Analyst to deliver first-contact support for customers, diagnose issues, and document incidents for MS Office, MS Exchange, and Windows networks. You will act as a single point of contact and coordinate with the appropriate support groups to resolve tickets.

You'll manage time to meet service levels, maintain data accuracy in the incident system, and contribute to knowledgebase updates while upholding Unisys policies.

Qualifications

• High School diploma or relevant IT certifications.
• 1-2 years of related IT service delivery experience.
• 6 months IT Service Desk experience and 6 months Level 3 support for MS Office, MS Exchange and MS Windows networks.
• Working knowledge of data and voice network concepts.

Responsibilities

• Provide 1st level telephone and media contact support.
• Aim for a high level of first contact resolution.
• Respond to and resolve customer requests related to software, hardware and network operations.
• Accurately document calls and incidents.
• Manage time and workload to meet service levels.
• Maintain data accuracy in the contact management system.
• Assign incidents to the correct support group and be the single point of contact on incidents.
• Perform diagnostics to initiate problem management workflow.
• Provide clients with a reference number for their incident/request.
• Understand media sources interfacing with the Service Desk.
• Support multiple clients with professional customer service and insight.
• Become multi-skilled as workload changes and champion/process improvements.

Skills

Customer service

IT service desk

Communication

MS Office

MS Exchange

MS Windows networks

Network concepts

Education

High School diploma or equivalent

Relevant IT certifications

Tools

MS Office

MS Exchange

MS Windows networks

Job description

What success looks like in this role:

• 1st Level telephone and other media contact support.
• Strive for a high level of first contact resolution.
• Respond to and resolve customer requests, in relation to software, hardware and network operations difficulties by providing fast, efficient and friendly customer service.
• Accurately document calls and incidents.
• Manage time and workload to meet predetermined service levels.
• Maintain data accuracy in our contact management system.
• Assign incidents and requests to the correct support group.
• Act as a single point of contact on incidents and problems logged.
• Perform appropriate diagnostics to initiate problem management workflow process.
• Provide clients with a reference number for their incident/request.
• Understand various media sources that interface with the Service Desk.
• Support multiple clients through customer service professionalism and insight.
• Become multi-skilled as workload changes occur within the Service Centre.
• 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)

You will be successful in this role if you have:

• Typically requires: High School diploma or relevant certifications.
• 1-2 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.
• 6 months IT Service Desk experience.
• 6 months previous experience providing Level 3 support for MS Office, MS Exchange and MS windows networks.
• Working knowledge of data and voice network concepts.

Benefit Highlights:

Unisys offers an outstanding benefits package, featuring unlimited paid time off, a 401(k) match, comprehensive healthcare, HSA matching, ongoing learning opportunities, and more! We're committed to supporting work-life balance and investing in your future success.

Video Interview Notice:

At Unisys, we incorporate video interviews as a key part of our hiring process. This allows us to get to know you better and provide a more engaging and convenient interview experience. We appreciate your understanding and look forward to connecting with you virtually!

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.