Service Desk Agent - Remote
Company: Unisys
Location: Philadelphia
Posted on: May 6, 2024
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Job Description:
Reference #: REQ556609 What success looks like in this role:
1st Level telephone and other media contact support . * Strive for
a high level of first contact resolution. * Respond 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 incidents. *
Manage time and workload to meet predetermined service levels. *
Maintain data accuracy in our 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 problem management workflow
process. * Provide clients with a reference number for their
incident/request. * Understand 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 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. * Ability to
comprehend and uphold Unisys Policies and Procedures (including
time reporting, attendance, etc)
#LI-KD1
You will be successful in this role if you have: * Typically
requires: High School diploma (Associate's Degree, professional
certification(s), or license preferred), 2-4 years of related
experience. * 6 months 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. * 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 * Languages: English and local languages
of the countries it supports.
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.
Unisys is proud to be an equal opportunity employer that considers
all qualified applicants without regard to age, 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' .
Unisys is an Equal Opportunity Employer -- Minorities/Females/
Veterans/Individuals with Disabilities/ Sexual Orientation/Gender
Identity
Keywords: Unisys, Wayne , Service Desk Agent - Remote, Sales , Philadelphia, New Jersey
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