Senior Technical Service Desk - Restricted Account

Unisys

About The Position

This role provides 2nd Level telephone contact support, responding to and resolving customer requests related to software, hardware, and network operations difficulties. The goal is to provide fast, efficient, and friendly customer service, consistently achieving First Contact Resolution and accurately documenting all interactions. The Senior Technical Service Desk professional will manage their time and workload to meet predetermined service levels, maintain data accuracy, and understand various media sources interfacing with the Service Desk. They will also champion, implement, or support change, identify process efficiencies, and take corrective action. Additionally, this role involves discovering and documenting processes and procedures for the team and Knowledgebase, providing one knowledge script per week, and upholding Unisys Policies and Procedures.

Requirements

Associate's degree, professional certification(s), or license; 5+ years of related experience.
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.
12 months - 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.
Ability to comprehend and uphold Unisys Policies and Procedures (including time reporting, attendance, etc.).
Applicant should be eligible for any required authorizations from the U.S. Government due to potential access to export-controlled commodities and technology.

Nice To Haves

ITIL Foundations Certification
Microsoft Desktop Administration certification
Analytical and diagnostic skills

Responsibilities

Respond to and resolve customer requests regarding software, hardware, and network operations difficulties.
Provide fast, efficient, and friendly customer service.
Be logged into the call system to receive HHO’s.
Resolve problems with or without remote tools.
Consistently achieve First Contact Resolution performance metric.
Accurately document calls and cases.
Be aware of customer’s time restraints and work within those time limits.
Keep customer aware of resolution steps, dispatching if necessary.
Follow up Service Centre cases and requests to completion.
Provide clients with problem reference numbers and request numbers.
Enter all troubleshooting/resolution steps into the ticket for the 321 team.
Touch tickets on a "first in first out basis", calling the customer daily.
Escalate tickets as needed if on-site support is required.
Resolve a minimum of 12 tickets per day (1.5 tickets per hour worked).
Understand SLA requirements for the client.
Assist in cross training and communicate quick fixes.
Manage time and workload to meet predetermined service levels.
Maintain data accuracy in Service Centre through contact validation.
Understand the various media sources that interface with the Service Desk.
Champion, implement or support change.
Identify process efficiencies within the Service Centre and take corrective action.
Discover and document process and procedures for the team or Knowledgebase.
Provide 1 knowledge script per week on commonly seen tickets.
Comprehend and uphold Unisys Policies and Procedures (including time reporting, attendance, etc.).