Service Desk Associate

**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’s lives through secure, reliable advanced technology is our vision.

Our associates are at the forefront of everything we do, driving our clients’ 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, CloudForte®, InteliServe

**What success looks like in this role**:
**Who we are**:

- 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**:
**Key Responsibilities/Outcomes**:

- Escalates complex problems to Field Engineering or Resolver Staff.
- Typically provides technical support for internal and external customers.
- Escalates complex problems to higher level of expertise within organization.
- Troubleshoot various technical issues; network connectivity, network printing, user access issues, Application related issues, password resets, etc.
- Communicate with the user and the resolver teams (Client/ Unisys/ third party) and other departments within Unisys to ensure best service to the end users.
- Demonstrate intermediate problem-solving skills and efficient troubleshooting skills
- Commitment to client/internal/customer satisfaction
- Plan, develop, and lead interactive training sessions within the team.
- Play an active role in training the team members on process-related issues.
- Implement technological changes to enhance support functions.
- Ability to handle multiple accounts and successfully multi-task during crucial times
- Positive feedback/ Good survey scores from the clients regarding service provided.
- Working knowledge on Applications/Databased; example Windows, Mac, mobility, AD, Oracle, Exchange (O365), SharePoint, Citrix, Avaya, Outlook, Skype for Business, VMWare, PowerShell etc..
- Working knowledge on ticketing tools in the current market such as ITSM Remedy, Service-Now.
- Certification will on any field will be an added advantage.

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**You will be successful in this role if you have**:
**Key Qualifications**:

- Minimum Eligibility: Applicant should have a min of 2+ years of experience in the Level 2 team
- Responsible for handling the service desk.
- People management and development.
- Training/Mentoring: Formalizing the training plan on a monthly basis and documenting it.
- Ensuring all SLA’s are met.
- Publish monthly progress reports
- Track and define common theme problems
- Identify and implement corrective actions.
- Managing day to day workload, prioritizing when necessary
- Handle escalations and work towards minimizing them
- Driving and managing periodic shift/project level initiatives.

**Core Competencies:
- Accuracy/Attention to Detail
- Computer-Based Customer Support Tools
- Conflict Management
- Customer Service Management
- Customer Support Function
- Flexibility & Adaptability
- Follow-up
- General Computer Competencies
- Hardware Infrastructure
- Initiative
- ITIL (Information Technology Infrastructure Library)
- Oral Communications
- Problem Solving
- Service Request Management Process
- Technical Troubleshooting
- Think Like the Customer
- Tolerance for Stress