Sr. Analyst Service Desk Level 2

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 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 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.
• Client-Centricity: Our clients success is our success.
• Integrity: We act ethically and honestly.
  

Position Overview:

Responsible for providing the first-line of post-sales telephone technical support of hardware systems sub-systems and/or applications for customers and/or employees. Answers more complex questions about installation operation configuration customization and usage of assigned products. Applies basic diagnostic techniques to identify problems investigate causes and recommend solutions to correct common failures. Escalates complex problems to the Remote Support Engineering staff or Field Engineering. Fully qualified and experienced. Typically provides technical support for internal and external customers. Escalates complex problems to higher level of expertise within organization.

Key Responsibilities/Outcomes:

• Responsible for providing telephone technical support of hardware systems sub-systems and/or applications for customers and/or employees.
• Answers more complex questions about installation operation configuration customization and usage of assigned products/application/database.
• Apply basic diagnostic techniques to identify problems investigate causes and recommend solutions to correct common failures.
• Escalates complex problems to Field Engineering or Resolver Staff.
• Typically provides technical support for internal and external customers.
• Escalates complex problems to higher level of expertise within organization.
• Troubleshoot various technical issues; network connectivity network printing user access issues Application related issues password resets etc.
• Communicate with the user and the resolver teams (Client/ Unisys/ third party) and other departments within Unisys to ensure best service to the end users.
• Demonstrate intermediate problem-solving skills and efficient troubleshooting skills
• Commitment to client/internal/customer satisfaction
• Plan develop and lead interactive training sessions within the team.
• Play an active role in training the team members on process-related issues.
• Implement technological changes to enhance support functions.
• Ability to handle multiple accounts and successfully multi-task during crucial times
• Positive feedback/ Good survey scores from the clients regarding service provided.
• Working knowledge on Applications/Databased; example Windows Mac mobility AD Oracle Exchange (O365) SharePoint Citrix Avaya Outlook Skype for Business VMWare PowerShell etc..
• Working knowledge on ticketing tools in the current market such as ITSM Remedy Service-Now.
• Certification will on any field will be an added advantage.

You will be successful in this role if you have:

Key Qualifications:

Minimum Eligibility: Applicant should have a min of 2 years of relevant experience.

Responsible for handling the service desk.

People management and development.
Training/Mentoring: Formalizing the training plan on a monthly basis and documenting it.
Ensuring all SLAs are met.
Publish monthly progress reports
Track and define common theme problems
Identify and implement corrective actions.
Managing day to day workload prioritizing when necessary
Handle escalations and work towards minimizing them
Driving and managing periodic shift/project level initiatives.

Core Competencies:
Accuracy/Attention to Detail
Computer-Based Customer Support Tools
Conflict Management
Customer Service Management
Customer Support Function
Flexibility & Adaptability
Follow-up
General Computer Competencies
Hardware Infrastructure
Initiative
ITIL (Information Technology Infrastructure Library)
Oral Communications
Problem Solving
Service Request Management Process
Technical Troubleshooting
Think Like the Customer
Tolerance for Stress

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.

Local employment practices and rights may vary by jurisdiction and are subject to applicable local laws. 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 . US job seekers can find more information about Unisys EEO commitment here.