Service Desk Associate
2 weeks ago
What success looks like in this role:Who we are:Unisys is a global information technology company that builds high-performance, security-centric solutions for the most digitally demanding businesses and governments on Earth.
Unisys' offerings include security software and services; digital transformation and workplace services; industry applications and services; and innovative software operating environments for high-intensity enterprise computing.
Unisys builds better outcomes securely for its clients across the Government, Financial Services and Commercial markets. For more information, visit .Our Vision:
Enhancing people's lives through secure, reliable advanced technology
Our Core Beliefs:
Curiosity:
We embrace the unknown and continuous learning
Creativity:
We look past routine ways of doing things
Client-Centricity:
Our clients' success is our success
Integrity:
We act ethically and honestly
Position Overview:
The primary role of a service desk associate is to answer customer requests for assistance by Email, Chat, Web or over the Phone.
This role is crucial to ensuring customer requirements are met in terms of communication, prioritizing, escalating and resolving incidents and requests.
Responsibilities:
First point of contact for all end user reported issues or requestsTypically provides technical support for Internal and External customersResponsible for providing the first-line of telephone technical support of hardware, Operating Systems, sub-systems and/or applications for customers and/or employeesApplies basic diagnostic techniques to identify problems, investigate causes and recommend solutions to correct common failuresTakes end to end Ownership of End User Issues till resolution and follow up as mandated by the process requirementsEscalates complex problems to the Remote Support Engineering staff or Field EngineeringMaintains call quality and response times as per the agreed SLA's.
A minimum university degree or equivalent education or equivalent with English as the primary language1 to 4 years of experience with IT Service Desk (Tech Support Voice Process)Excellent verbal and written communication.
Good Knowledge of Operating Systems, Hardware, Networking, and MS ApplicationsGood knowledge of Microsoft Office Suite (Word, Excel, Outlook etc.)Multitasking and coordination skillsExcellent judgment skills to be able to properly evaluate situations and immediately provide effective solutionsWillingness and ability to work in shifts (24 x 7)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 levelUnisys is proud to be an equal opportunity employer that considers all qualified applicants without regard to age, blood type, 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.
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