State Of Mato Grosso Do Sul, Brazil (On-site)

Service Desk Technical Support Assistant - Campo Grande - MS

5 Minutes ago • All levels

IT & Infrastructure

Job Description

This role involves providing telephone and chat support, resolving customer requests related to software, hardware, and network operations quickly and efficiently. Responsibilities include logging into the call system, troubleshooting with or without remote tools, achieving first contact resolution metrics, accurately documenting calls and cases, managing time to meet service levels, and understanding Unisys policies and procedures.

Must Have:

Telephone and chat contact support
Respond to and resolve customer requests regarding software, hardware, and network difficulties
Must be logged into the call system to receive HHOs
Ability to troubleshoot with or without remote tools
Consistently achieve First Contact Resolution performance metric
Accurately document calls and cases
Be aware of customer time constraints and work within them
Keep the customer aware of resolution steps if the ticket needs dispatching
Provide customers with problem reference and request numbers
Enter all troubleshooting/resolution steps for the ticket
Escalate calls as needed if onsite support is required
Understand SLA requirements for the client
Manage time and workload to meet predetermined service levels
Maintain data accuracy in the Service Center through contact validation
Understand various media sources interacting with the Service Desk
Champion, implement, or support change
Identify process efficiencies within the Service Center and take corrective action to implement change
Ability to understand and maintain Unisys Policies and Procedures (including time reporting, attendance, etc.)
Work schedule: Monday to Friday 08:48 to 17:00 - 36 hours
High School Diploma - Mandatory
Intermediate English
Intermediate knowledge of Office Suite (Outlook, Excel, and Word)

Perks:

Medical assistance
Dental assistance
Profit Sharing or Results
Life insurance
Food voucher
Meal voucher
Private pension

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What success looks like in this role:

Telephone and chat contact support;
Respond to and resolve customer requests regarding software, hardware, and network operations difficulties, with service being fast, efficient, and friendly;
Must be logged into the call system so that HHOs can be received;
Ability to troubleshoot with or without remote tools;
Consistently achieve the First Contact Resolution performance metric;
Accurately document calls and cases;
Be aware of customer time constraints and work within those limits;
Keep the customer aware of resolution steps, should the Ticket need to be dispatched;
Provide customers with problem reference numbers and request numbers;
Enter all troubleshooting/resolution steps for the Ticket, as this information will be used for another team to take them to a lower level;
Escalate calls as needed if onsite support is required;
Understanding of SLA requirements for the client;
Manage time and workload to meet predetermined service levels;
Maintain data accuracy in the Service Center through contact validation;
Understand the various media sources that interact with the Service Desk;
Champion, implement, or support change;
Identify process efficiencies within the Service Center and take corrective action to implement change;
Ability to understand and maintain Unisys Policies and Procedures (including time reporting, attendance, etc.).
Work schedule: Monday to Friday 08:48 to 17:00 - 36 hours.