Sr Service Desk Agent

What success looks like in this role

* 2nd Level telephone contact support. * Respond 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 received * Ability to resolve problems with or without remote tools * Consistently achieve First Contact Resolution performance metric * Accurately document calls and cases * Aware of customer's time restraints and work within those time limits * Keep customer aware of resolution steps - if ticket needs to be dispatched * Follow up Service Centre cases and requests to completion * Provide clients with problem reference numbers and request numbers * Enter all troubleshooting/resolution steps into the ticket - this information will be used for the 321 team to drive tickets to a lower level * All tickets are to be touched on a "first in first out basis", calling the customer on a daily basis * Escalate tickets as needed if on-site support is required * Resolve a minimum of 12 tickets per day (1.5 tickets per hour worked) * Understanding of SLA requirements for the client * Assist in cross training and communicate quick fixes * Manage time and workload to meet predetermined service levels * Maintain data accuracy in Service Centre through contact validation * Understand the various media sources that interface with the Service Desk * 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 * Provide 1 knowledge script per week on commonly seen tickets * Ability to comprehend and uphold Unisys Policies and Procedures (including time reporting, attendance, etc.)

You will be successful in this role if you have: * Associate's degree, professional certification(s), or license; 5+ 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 * 12 months - 2 years IT Service Desk experience * 2-year previous experience providing Level 1 support for MS Office, MS Exchange and MS windows networks * Working knowledge of data and voice network concepts Preferred: * ITIL Foundations Certification * Microsoft Desktop Administration certification * Analytical and diagnostic skills #LI-JV1 This role may require access to export-controlled commodities and technology.

• Therefore, to conform to U.S. export control regulations, applicant should be eligible for any required authorizations from the U.S. Government.
• This commitment includes our efforts to provide for all those who seek to express interest in employment the opportunity to participate without barriers.
• US job seekers can find more information about Unisys' EEO commitment here.