Service Desk Team Lead
1 month 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:
Responsible for providing the first-line of post-sales telephone technical support of hardware, systems, sub-systems and/or applications for customers and/or employees. Answers more complex questions about installation, operation, configuration, customization, and usage of assigned products. Applies basic diagnostic techniques to identify problems, investigate causes and recommend solutions to correct common failures. Escalates complex problems to the Remote Support Engineering staff or Field Engineering. Fully qualified and experienced. Typically provides technical support for internal and external customers. Escalates complex problems to higher level of expertise within organization.
Manage team of 15 analysts. Responsible for handling the service desk issues 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.Key Qualifications:
Proficient in Hardware, Networking and Microsoft Office Skills. Good knowledge of the ITSM tool SLA Management Proven ability to work with little supervision and identify issues requiring escalation ITIL knowledge would be an advantage Strong communication skills ,both spoken and written Ability to handle the team, coach, guide and instill responsibility . Customer Focused. Self disciplined and flexibility. Self starter/ self motivated Time and Conflict management. Ability to work with little supervision and identify issues requiring escalation. Ability to learn processes and procedures applicable to the account.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
You will be successful in this role if you have:
• Education - University degree or equivalent 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
• 2 Years IT Service Desk experience
• 2 year previous experience providing Level 1 support for MS Office, MS Exchange and MS windows networks
• Working knowledge of data and voice network concepts
• Preferred:
• ITIL Foundations Certification
• Microsoft Desktop Administration certification
• Analytical and diagnostic skills
Unisys 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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