Secure your tomorrow with Unisys: A great place to learn and grow your career! At Unisys, every associate makes a difference. Here, you have the opportunity to learn new skills, apply your expertise, explore local and global challenges, and solve complex technology issues with creative solutions and diverse teams. You are part of a team that drives change and delivers results on a daily basis. Our success is a direct result of our people.
Responsible for obtaining required information from service requesters, querying clients to ensure accurate product identification, and logging the information into proper call management system. Works independently or cooperatively as a member of a team under the direction of a team leader or manager. Primarily interfaces with clients, service delivery units, immediate management and other team members to ensure an accurate service request is routed to the appropriate service provider. May be responsible for determining service entitlement by reviewing contract, generating contracts for time & material service if request is not under contract, or at field management request, providing grace periods on certain products while contract is in process. May also utilize multiple internal systems for one of the following activities: 1) Locating, securing and coordinating shipping and receiving of critical parts from factories, repair centers, reclamation centers or unmanned locations to meet client service request; 2) working with field personnel to identify and correct parts inventory shortages/overages to maintain optimum parts inventory levels.Key Responsibilities3rd Level telephone contact supportRespond to and resolve customer requests, in relation to software, hardware and network operations difficulties by providing fast, efficient and friendly customer service.Must be logged into the call system so that HHO’s can be receivedAbility to resolve problems with or without remote toolsConsistently achieve First Contact Resolution performance metricAccurately document calls and casesAware of customer’s time restraints and work within those time limitsKeep customer aware of resolution steps – if ticket needs to be dispatchedFollow up Service Centre cases and requests to completionProvide clients with problem reference numbers and request numbersEnter all troubleshooting/resolution steps into the ticket – this information will be used for the 321 team to drive tickets to a lower levelAll tickets are to be touched on a “first in first out basis”, calling the customer on a daily basisEscalate tickets as needed if on-site support is requiredResolve a minimum of 12 tickets per day (1.5 tickets per hour worked)Understanding of SLA requirements for the clientAssist in cross training and communicate quick fixesManage time and workload to meet predetermined service levelsMaintain data accuracy in Service Centre through contact validationUnderstand the various media sources that interface with the Service DeskChampion, implement or support changeIdentify process efficiencies within the Service Centre and to take corrective action to implement changeDiscover and document process and procedures which need to be published to the team or on the KnowledgebaseProvide 1 knowledge script per week on commonly seen ticketsAbility to comprehend and uphold Unisys Policies and Procedures(including time reporting, attendance, etc)
Key QualificationsEducation, 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 level6 months IT Service Desk experience6 months previous experience providing Level 3 support for MS Office, MS Exchange and MS windows networksWorking knowledge of data and voice network concepts