Job Description

What success looks like in this role:

• Who we are:

Unisys is a global information technology company that builds high-performance, security-centric solutions for the most digitally demanding businesses and governments on Earth. Unisys\xe2\x80\x99 offerings include security software and services; digital transformation and workplace services; industry applications and services; and innovative software operating environments for high-intensity enterprise computing. Unisys builds better outcomes securely for its clients across the Government, Financial Services and Commercial markets. For more information, visit .

• Our Vision: Enhancing people\xe2\x80\x99s lives through secure, reliable advanced technology.
• Our Core Beliefs:
• Curiosity: We embrace the unknown and continuous learning.
• Creativity: We look past routine ways of doing things.
• Client-Centricity: Our clients\xe2\x80\x99 success is our success.

Integrity: We act ethically and honestly.

Key Responsibilities/Outcomes:

Support on 1st Level.

• 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\xe2\x80\x99s 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\xe2\x80\x99s time restraints and work within those time limits.

• Keep customer aware of resolution steps \xe2\x80\x93 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 \xe2\x80\x93 this information will be used for the 321 team to drive tickets to a lower level.

• All tickets are to be touched on a \xe2\x80\x9cfirst in first out basis\xe2\x80\x9d, 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)

#LI-MG2

You will be successful in this role if you have:

• High School diploma (Associate\'s Degree or professional certification(s) preferred).

• 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.

• 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

Unisys is proud to be an equal opportunity employer that considers all qualified applicants without regard to age, blood type, caste, citizenship, color, disability, family medical history, family status, ethnicity, gender, gender expression, gender identity, genetic information, marital status, national origin, parental status, pregnancy, race, religion, sex, sexual orientation, transgender status, veteran status or any other category protected by law.

This commitment includes our efforts to provide for all those who seek to express interest in employment the opportunity to participate without barriers. If you are a US job seeker unable to review the job opportunities herein, or cannot otherwise complete your expression of interest, without additional assistance and would like to discuss a request for reasonable accommodation, please contact our Global Recruiting organization at GlobalRecruiting@unisys.com or alternatively Toll Free: 888-560-1782 (Prompt 4). US job seekers can find more information about Unisys\xe2\x80\x99 .

Unisys