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 providing the first-line of post-sales telephone technical support of hardware, systems, sub-systems and/or applications for customers and/or employees. Answers basic questions about installation, operation, configuration, customization, and usage of assigned products. Applies basic diagnostic techniques to identify problems, investigate causes and recommend solutions to correct common failures. Escalates complex problems to the Remote Support Engineering staff or Field Engineering. Typically provides technical support for internal and external customers. Escalates complex problems to higher level of expertise within organization.Key Responsibilities1st Level telephone and other media contact supportStrive for a high level of first contact resolutionRespond 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 incidentsManage time and workload to meet predetermined service levelsMaintain data accuracy in our contact management systemAssign incidents and requests to the correct support groupAct as a single point of contact on incidents and problems loggedPerform appropriate diagnostics to initiate problem management workflow processProvide clients with a reference number for their incident/requestUnderstand various media sources that interface with the Service DeskSupport multiple clients through customer service professionalism and insightBecome multi-skilled as workload changes occur within the Service CentreChampion, 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 KnowledgebaseAbility 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 deliveryMinimum 6 months previous experience in providing Service Desk services or in customer service supportExperience with current Service Desk software and hardware technologiesKnowledge of Service Desk and Contact Centre environmentCompetent in MS Office and other standard softwareUnderstanding of Active Directory to unlock and reset passwordsAnalytical and diagnostic skills