Tech Service Desk

Overview

First-level service desk role providing telephone and multi-channel customer support for software, hardware and network issues.

What you'll do

• Provide 1st level telephone and other media contact support.
• Strive for a high level of first contact resolution.
• Respond to and resolve customer requests related to software, hardware and network operations difficulties with fast, efficient and friendly customer service.
• Accurately document calls and incidents.
• Manage time and workload to meet predetermined service levels.
• Maintain data accuracy in the 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 the problem management workflow process.
• Provide clients with a reference number for their incident or request.
• Understand the 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 processes and procedures that need to be published to the team or on the Knowledgebase.
• Comprehend and uphold Unisys Policies and Procedures (including time reporting, attendance, etc.).

What you'll need

• High School diploma or relevant certifications, or education, training and/or relevant experience equivalent to completion of a relevant certificate course and/or relevant experience in Information Technology service delivery.
• Relevant IT qualifications to a tertiary level.
• 1-2 years of related experience.
• 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.

Details

• Location: Remote, PA, United States of America.
• Video interviews are part of the hiring process.
• This role may require access to export-controlled commodities and technology; applicant should be eligible for any required U.S. Government authorizations.