Job title: Services Support Rep 1
Job description: Job Description :We Believe in Better!We are a global information technology company that builds high-performance, security-centric solutions that can help change the world. Enhancing peopleu2019
Job Description : We Believe in Better! We are a global information technology company that builds high-performance, security-centric solutions that can help change the world. Enhancing peopleu2019s lives through secure, reliable advanced technology is our vision. At Unisys, we believe in better!u00A0 Here, you have the opportunity to learn new skills, apply your expertise, and solve complex problems with cutting edge technologies and solutions. You are part of a global diverse team that supports you, drives change, and delivers successful results consistently. Our associates are at the forefront of everything we do, driving our clientsu2019 successes while giving back to communities and making this world a safer and more secure place to live and work. u00A0Our success is a direct result of the work of our people who live and breathe our .u00A0Simply put, we believe in better lives.u00A0 Join us! Learn more about Unisys and our key solution offerings: , , ,u00A0 What success looks like in this role: 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 more complex 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. Fully qualified and experienced. Typically provides technical support for internal and external customers. Escalates complex problems to higher level of expertise within organization. Key Responsibilities u2022 2nd Level telephone contact support u2022 Respond to and resolve customer requests, in relation to software, hardware and network operations difficulties by providing fast, efficient and friendly customer service. u2022 Must be logged into the call system so that HHOu2019s can be received u2022 Ability to resolve problems with or without remote tools u2022 Consistently achieve First Contact Resolution performance metric u2022 Accurately document calls and cases u2022 Aware of customeru2019s time restraints and work within those time limits u2022 Keep customer aware of resolution steps u2013 if ticket needs to be dispatched u2022 Follow up Service Centre cases and requests to completion u2022 Provide clients with problem reference numbers and request numbers u2022 Enter all troubleshooting/resolution steps into the ticket u2013 this information will be used for the 321 team to drive tickets to a lower level u2022 All tickets are to be touched on a u201Cfirst in first out basisu201D, calling the customer on a daily basis u2022 Escalate tickets as needed if on-site support is required u2022 Resolve a minimum of 12 tickets per day (1.5 tickets per hour worked) u2022 Understanding of SLA requirements for the client u2022 Assist in cross training and communicate quick fixes u2022 Manage time and workload to meet predetermined service levels u2022 Maintain data accuracy in Service Centre through contact validation u2022 Understand the various media sources that interface with the Service Desk u2022 Champion, implement or support change u2022 Identify process efficiencies within the Service Centre and to take corrective action to implement change u2022 Discover and document process and procedures which need to be published to the team or on the Knowledgebase u2022 Provide 1 knowledge script per week on commonly seen tickets u2022 Ability to comprehend and uphold Unisys Policies and Procedures(including time reporting, attendance, etc) You will be successful in this role if you have: Key Qualifications u2022 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 u2022 12 months IT Service Desk experience u2022 1 year previous experience providing Level 1 support for MS Office, MS Exchange and MS windows networks u2022 Working knowledge of data and voice network concepts u2022 Preferred: u2022 ITIL Foundations Certification u2022 Microsoft Desktop Administration certification u2022 Analytical and diagnostic skills
Job date: Thu, 27 Aug 2020 22:28:14 GMT
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