In this role, you will provide first-level telephone and media contact support, striving for a high level of first contact resolution. You will respond to and resolve customer requests related to software, hardware, and network operations difficulties, ensuring fast, efficient, and friendly customer service. Accurate documentation of calls and incidents is essential, as is managing your time and workload to meet predetermined service levels. You will maintain data accuracy in our contact management system and assign incidents and requests to the correct support group. Acting as a single point of contact on incidents and problems logged, you will perform appropriate diagnostics to initiate the problem management workflow process and provide clients with a reference number for their incident/request. Understanding various media sources that interface with the Service Desk is crucial, as is supporting multiple clients through customer service professionalism and insight. You will become multi-skilled as workload changes occur within the Service Center, championing, implementing, or supporting change. Identifying process efficiencies within the Service Center and taking corrective action to implement change will be part of your responsibilities, as well as discovering and documenting processes and procedures that need to be published to the team or on the Knowledgebase. Upholding Unisys Policies and Procedures, including time reporting and attendance, is also expected.