Technical Service Desk Analyst
Technical Service Desk Analyst
Employer Active
Job Alert
You will be updated with latest job alerts via email
Share
Job Alert
You will be updated with latest job alerts via email
Job Description
What success looks like in this role:
Who we are:
Unisys is a global information technology company that builds highperformance securitycentric solutions for the most digitally demanding businesses and governments on Earth. Unisys offerings include security software and services; digital transformation and workplace services; industry applications and services; and innovative software operating environments for highintensity 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 peoples 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.
- ClientCentricity: Our clients success is our success.
- Integrity: We act ethically and honestly.
Position Overview:
The primary role of a service desk associate is to answer customer requests for assistance by Email Chat Web or over the Phone. Thisroleis crucial to ensuring customer requirements are met in terms of communication prioritizing escalating and resolving incidents and requests.
Responsibilities:
- First point of contact for all end user reported issues or requests
- Typically provides technical support for Internal and External customers
- Responsible for providing the firstline of telephone technical support of hardware Operating Systems subsystems and/or applications for customers and/or employees
- Applies basic diagnostic techniques to identify problems investigate causes and recommend solutions to correct common failures
- Takes end to end Ownership of End User Issues till resolution and follow up as mandated by the process requirements
- Escalates complex problems to the Remote Support Engineering staff or Field Engineering
- Maintains call quality and response times as per the agreed SLAs. Maintains records of calls and ensure all cases are updated in the system
- Support multiple clients through customer service professionalism and insight
You will be successful in this role if you have:
- A minimum university degree or equivalent education or equivalent with English as the primary language
- 1 to 4 years of experience with IT Service Desk (Tech Support Voice Process)
- Excellent verbal and written communication.
- Good Knowledge of Operating Systems Hardware Networking and MS Applications
- Good knowledge of Microsoft Office Suite (Word Excel Outlook etc.
- Multitasking and coordination skills
- Excellent judgment skills to be able to properly evaluate situations and immediately provide effective solutions
- Willingness and ability to work in shifts 24 x 7
- 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
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 or alternatively Toll Free:(Prompt 4. US job seekers can find more information about Unisys EEO commitment here.
Required Experience:
IC
Employment Type
Full-Time
