Service Desk Analyst

5 months ago

Bengaluru, India Unisys Full time

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.

Key Responsibilities/Outcomes :

Responsible for providing 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/application/database.  Apply basic diagnostic techniques to identify problems, investigate causes and recommend solutions to correct common failures. 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.

You will be successful in this role if you have:

University degree or equivalent education

• 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

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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