Tech Service Desk

13 Minutes ago • 1-2 Years

IT & Infrastructure

Job Description

This role involves providing 1st level telephone and media contact support, aiming for high first contact resolution. Responsibilities include responding to and resolving customer requests related to software, hardware, and network issues, accurately documenting incidents, and managing workload to meet service levels. Candidates should have 1-2 years of related experience, including 6 months in IT Service Desk and Level 3 support for MS Office, MS Exchange, and MS Windows networks, along with working knowledge of data and voice network concepts.

Must Have:

Provide 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.
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.
Typically requires 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.

Perks:

Unlimited paid time off
401(k) match
Comprehensive healthcare
HSA matching
Ongoing learning opportunities
Support for work-life balance
Investment in future success

Add these skills to join the top 1% applicants for this job

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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)

You will be successful in this role if you have:

Typically requires: High School diploma or relevant certifications.
1-2 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.
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

Benefit Highlights:

Unisys offers an outstanding benefits package, featuring unlimited paid time off, a 401(k) match, comprehensive healthcare, HSA matching, ongoing learning opportunities, and more! We’re committed to supporting work-life balance and investing in your future success.

Video Interview Notice:

At Unisys, we incorporate video interviews as a key part of our hiring process. This allows us to get to know you better and provide a more engaging and convenient interview experience. We appreciate your understanding and look forward to connecting with you virtually!

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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’ EEO commitment here.

About Us

Unisys is a global technology solutions company that powers breakthroughs for the world’s leading organizations. Our solutions – cloud, AI, digital workplace, logistics and enterprise computing – help our clients challenge the status quo and unlock their full potential. To learn how we have been helping clients push what’s possible for more than 150 years, visit unisys.com and follow us on LinkedIn.

https://www.unisys.com/unisys-legal/recruiting

Notice for U.S. Applicants: Unisys is an Equal Opportunity Employer – Minorities/ Females/ Veterans/ Individuals with Disabilities/ Sexual Orientation/ Gender Identity