Service Desk Quality Coach

**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**:
**Role Purpose**:
To be a Quality Assurance Specialist with respect to communication and technical knowledge for the MSC Service Desk agents. Support the operations on any issues or concerns related to call and ticket handling, as well as training and mentoring process. Monitor calls and tickets, give feedback to agents, provide Training and mentoring in turn helps them to improve. The Quality Assurance Specialist will be responsible for compliance with processes and procedures in MSC. They will be responsible for identifying training needs and identifying improvement needs in processes, procedures and utilization. The Quality Assurance Specialist will work closely with MSC leaders and the Training team in the development of call and ticket handling quality of the Service Desk agents and support of the implementation of the policies and procedures.

**Key **Responsibilities/Outcomes**:

- Provide trainings for new and experienced agents by leaders request
- Deliver consistent coaching and training on call handling and ticket logging to Service Desk agents. Ensure that all designated agents in the team are coached and trained effectively.
- Provide input for Help File and Knowledge Base updates
- Provide service and agent quality input for supervisors and prepare reports and quality indicators as necessary to the supervisor or Service Managers on a regular basis;
- Actively participate on various conference calls
- Deliver consistent coaching on call handling and ticket logging. Ensure that all designated agents in the team are coached effectively
- Active participation in ongoing quality initiatives at the desired level, detailed on the UGSH Quality Portal by considering all relevant objectives, policies and procedures
- Conduct forums and workshops with Service Desk staff, giving them the opportunity to discuss call guidelines and other quality related questions
- Conduct call and ticket analysis and based on the findings identify training needs and bring them to management notice
- Serve as focal point for any call and ticket quality related queries
- Provide on the job coaching and training sessions to the agents
- Conduct call and ticket monitoring on a regular basis for Service Desk agents
- Ensure effective feedback to all designated agents in a timely manner, driving improvement for the agents
- Mentoring Service Desk agents by leaders request

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

**Key Qualifications**:

- Work experience as a Senior Service Desk Agent or similar role
- Excellent verbal and written communication knowledge in English
- Native/close to native in the supported languages
- Advanced Knowledge of Networking, Windows Operating System and MS Office
- Expert knowledge of various Service Desk Tools
- Excellent knowledge of the client specific procedures and processes

**Job Specific Skills**:

- Excellent teaching and communication skills
- Mentoring skills
- Ability to impart knowledge on various levels; experience in coaching and mentoring
- Aptitude for quick learning of technical and procedural topics
- Ability to coordinate multiple, dissimilar activities simultaneously
- Patience, stress and frustration resistance
- Ability to work with mínimal supervision and affinity for team-based action planning
- Ability to provide constructive verbal and written feedback
- Ability to work in a pressurized environment and able to deliver against a tight timescale.
- Act Independently and be self-motivated
- Excellent Problem Solving and Customer Service Skills
- Drive for results
- Excellent analytical skills, paying attention to details
- Strong customer and team-oriented focus
- Multitasking and coordination skills
- Excellent judgment skills to be able to properly evaluate situations and immediately provide effective solutions
- Patient and calm personality