Job Description

We Believe in Better! We are a global information technology company that builds high-performance, security-centric solutions that can help change the world. Enhancing people\xe2\x80\x99s lives through secure, reliable advanced technology is our vision. At Unisys, we believe in better! Here, you have the opportunity to learn new skills, apply your expertise, and solve complex problems with cutting edge technologies and solutions. You are part of a global diverse team that supports you, drives change, and delivers successful results consistently. Our associates are at the forefront of everything we do, driving our clients\xe2\x80\x99 successes while giving back to communities and making this world a safer and more secure place to live and work. Our success is a direct result of the work of our people who live and breathe our Core Beliefs. Simply put, we believe in better lives. Join us! Learn more about Unisys and our key solution offerings: Unisys, Stealth\xe2\x84\xa2, CloudForte\xc2\xae, InteliServe\xe2\x84\xa2 What success looks like in this role: \xe2\x80\xa2 2nd Level telephone contact support . \xe2\x80\xa2 Respond to and resolve customer requests, in relation to software, hardware and network operations difficulties by providing fast, efficient and friendly customer service. \xe2\x80\xa2 Must be logged into the call system so that HHO\xe2\x80\x99s can be received \xe2\x80\xa2 Ability to resolve problems with or without remote tools \xe2\x80\xa2 Consistently achieve First Contact Resolution performance metric \xe2\x80\xa2 Accurately document calls and cases \xe2\x80\xa2 Aware of customer\xe2\x80\x99s time restraints and work within those time limits \xe2\x80\xa2 Keep customer aware of resolution steps \xe2\x80\x93 if ticket needs to be dispatched \xe2\x80\xa2 Follow up Service Centre cases and requests to completion \xe2\x80\xa2 Provide clients with problem reference numbers and request numbers \xe2\x80\xa2 Enter all troubleshooting/resolution steps into the ticket \xe2\x80\x93 this information will be used for the 321 team to drive tickets to a lower level \xe2\x80\xa2 All tickets are to be touched on a \xe2\x80\x9cfirst in first out basis\xe2\x80\x9d, calling the customer on a daily basis \xe2\x80\xa2 Escalate tickets as needed if on-site support is required \xe2\x80\xa2 Resolve a minimum of 12 tickets per day (1.5 tickets per hour worked) \xe2\x80\xa2 Understanding of SLA requirements for the client \xe2\x80\xa2 Assist in cross training and communicate quick fixes \xe2\x80\xa2 Manage time and workload to meet predetermined service levels \xe2\x80\xa2 Maintain data accuracy in Service Centre through contact validation \xe2\x80\xa2 Understand the various media sources that interface with the Service Desk \xe2\x80\xa2 Champion, implement or support change \xe2\x80\xa2 Identify process efficiencies within the Service Centre and to take corrective action to implement change \xe2\x80\xa2 Discover and document process and procedures which need to be published to the team or on the Knowledgebase \xe2\x80\xa2 Provide 1 knowledge script per week on commonly seen tickets \xe2\x80\xa2 Ability to comprehend and uphold Unisys Policies and Procedures (including time reporting, attendance, etc.) You will be successful in this role if you have: \xe2\x80\xa2 Typically requires: Associate\'s degree, professional certification(s), or license; 5+ years of related experience. \xe2\x80\xa2 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 \xe2\x80\xa2 12 months - 2 years IT Service Desk experience \xe2\x80\xa2 2-year previous experience providing Level 1 support for MS Office, MS Exchange and MS windows networks \xe2\x80\xa2 Working knowledge of data and voice network concepts \xe2\x80\xa2 Preferred: \xe2\x80\xa2 ITIL Foundations Certification \xe2\x80\xa2 Microsoft Desktop Administration certification \xe2\x80\xa2 Analytical and diagnostic skills \xe2\x80\xa2 Languages: English and local languages of the countries it supports. eeo

Notice For U.S. Applicants: Unisys is an Equal Opportunity Employer \xe2\x80\x93 Minorities/Females/ Veterans/Individuals with Disabilities/ Sexual Orientation/Gender Identity