Tech Service Desk

Unisys•Salt Lake City, UT

About The Position

This role is for a Tech Service Desk position. The primary focus is on providing first-level telephone and other media contact support, striving for a high level of first contact resolution. The successful candidate will respond to and resolve customer requests related to software, hardware, and network operations difficulties by providing fast, efficient, and friendly customer service. Key responsibilities include accurately documenting calls and incidents, managing time and workload to meet service levels, maintaining data accuracy in the contact management system, and assigning incidents and requests to the correct support group. This role acts as a single point of contact for incidents and problems, performs diagnostics to initiate problem management workflow, and provides clients with reference numbers. The role requires understanding various media sources that interface with the Service Desk, supporting multiple clients with professionalism, becoming multi-skilled as workload changes, and championing, implementing, or supporting change. Additionally, the role involves identifying process efficiencies within the Service Centre, taking corrective action, and discovering/documenting processes and procedures for the team or Knowledgebase. The ability to comprehend and uphold Unisys Policies and Procedures is also essential.

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

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 to 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)