Tech Service Desk

Unisys•Salt Lake, UT

11d

About The Position

This role involves providing first-level telephone and other media contact support for customers experiencing difficulties with software, hardware, and network operations. The goal is to achieve a high level of first contact resolution by responding to and resolving customer requests efficiently and professionally. The position requires accurate documentation of calls and incidents, effective time and workload management to meet service levels, and maintaining data accuracy in the contact management system. Additionally, the role involves assigning incidents and requests to the appropriate support groups, acting as a single point of contact, performing diagnostics to initiate problem management, and providing clients with reference numbers. Understanding various media sources that interface with the Service Desk, supporting multiple clients with professionalism, becoming multi-skilled as workload changes, and championing or supporting change are also key aspects. Identifying and implementing process efficiencies within the Service Centre, discovering and documenting processes for the Knowledgebase, and upholding Unisys Policies and Procedures are expected.

Requirements

Typically requires: High School diploma or relevant certifications.
1-2 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.
6 months IT Service Desk experience.
6 months previous experience providing Level 3 support for MS Office, MS Exchange and MS windows networks.
Working knowledge of data and voice network concepts.

Responsibilities

Provide 1st Level telephone and other media contact support.
Strive for a high level of first contact resolution.
Respond to and resolve customer requests in relation to software, hardware and network operations difficulties by providing fast, efficient and friendly customer service.
Accurately document calls and incidents.
Manage time and workload to meet predetermined service levels.
Maintain data accuracy in our contact management system.
Assign incidents and requests to the correct support group.
Act as a single point of contact on incidents and problems logged.
Perform appropriate diagnostics to initiate problem management workflow process.
Provide clients with a reference number for their incident/request.
Understand various media sources that interface with the Service Desk.
Support multiple clients through customer service professionalism and insight.
Become multi-skilled as workload changes occur within the Service Centre.
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.
Ability to comprehend and uphold Unisys Policies and Procedures (including time reporting, attendance, etc).