Master Tech Serv Desk

Unisys • USA Remote, IN

4d

About The Position

Unisys is a global technology solutions company that powers breakthroughs for the world’s leading organizations. Our solutions – cloud, AI, digital workplace, logistics and enterprise computing – help our clients challenge the status quo and unlock their full potential. To learn how we have been helping clients push what’s possible for more than 150 years, visit unisys.com and follow us on LinkedIn.

Requirements

• High School Diploma or GED required
• Generally, 7+ years’ experience in area of responsibility
• This role may require access to export-controlled commodities and technology. Therefore, to conform to U.S. export control regulations, applicant should be eligible for any required authorizations from the U.S. Government.

Nice To Haves

• May require technical certification or Associate Degree

Responsibilities

• Coordinates and plays a lead role in daily site operational activities, ensuring timely service delivery and achievement of contracted performance expectations.
• Leads or participates in projects to implement new initiatives or improve efficiency and resolution response time.
• Leads agent trainings.
• Provides doable fixes for areas of concern and identifies opportunities for improvement.
• Develops metrics by tracking tickets to evaluate tickets submitted, resolved and rejected, identifying trends and opportunities to improve the team’s overall efficiency.
• Identifies recurring issues and escalates to the appropriate team for resolution.
• Provides root cause analysis on the most challenging issues, develops comprehensive action plans and timely follow through in support of the incident management process.
• Acts as an escalation point for team members.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: High school or GED