Sr Service Desk Agent

Unisys • USA Remote, GA

2d • Onsite

About The Position

This role involves providing 2nd Level telephone contact support for software, hardware, and network operations difficulties. The agent will respond to and resolve customer requests efficiently and professionally, ensuring high levels of customer satisfaction. A key aspect of the role is accurately documenting all interactions and resolutions within the ticketing system, which will be used to drive tickets to lower support levels. The agent must be aware of customer time constraints and work within those limits, keeping the customer informed of resolution steps, especially if a ticket needs to be dispatched. Following up on Service Centre cases and requests to completion, and providing clients with reference numbers are also core duties. The agent is expected to enter all troubleshooting and resolution steps into the ticket, manage time and workload to meet service levels, and maintain data accuracy through contact validation. The role also includes identifying and implementing process efficiencies, discovering and documenting processes for the team or Knowledgebase, and providing one knowledge script per week on commonly seen tickets. Upholding Unisys Policies and Procedures, including time reporting and attendance, is essential.

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.

Nice To Haves

• ITIL Foundations Certification
• Microsoft Desktop Administration certification
• Analytical and diagnostic skills

Responsibilities

• Provide 2nd Level telephone contact support.
• Respond to and resolve customer requests related to software, hardware, and network operations difficulties.
• Ensure 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, especially if a ticket needs to be dispatched.
• 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.
• Touch all tickets on a “first in first out basis”, calling the customer on a daily basis.
• 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 to implement change.
• Discover and document process and procedures which need to be published to the team or on the Knowledgebase.
• Provide 1 knowledge script per week on commonly seen tickets.
• Comprehend and uphold Unisys Policies and Procedures (including time reporting, attendance, etc.).

Benefits

• The company is proud to be an equal opportunity employer that considers all qualified applicants without regard to age, 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.
• Commitment to provide for all those who seek to express interest in employment the opportunity to participate without barriers.
• Assistance for US job seekers unable to review job opportunities or complete their expression of interest, and who would like to discuss a request for reasonable accommodation.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree