**We Believe in Better!**
We are a global information technology company that builds high-performance, security-centric solutions that can help change the world. Enhancing people's lives through secure, reliable advanced technology is our vision.
Our associates are at the forefront of everything we do, driving our clients' successes while giving back to communities and making this world a safer and more secure place to live and work. Our success is a direct result of the work of our people who live and breathe our Core Beliefs. Simply put, we believe in better lives. Join us!
**Learn more about Unisys and our key solution offerings**:Unisys, Stealth, CloudForte®, InteliServe
**What success looks like in this role**:
Responsible for obtaining required information from service requesters, querying clients to ensure accurate product identification, and logging the information into proper call management system. Works independently or cooperatively as a member of a team under the direction of a team leader or manager. Primarily interfaces with clients, service delivery units, immediate management and other team members to ensure an accurate service request is routed to the appropriate service provider. May be responsible for determining service entitlement by reviewing contract, generating contracts for time & material service if request is not under contract, or at field management request, providing grace periods on certain products while contract is in process. May also utilize multiple internal systems for one of the following activities: 1) Locating, securing and coordinating shipping and receiving of critical parts from factories, repair centers, reclamation centers or unmanned locations to meet client service request; 2) working with field personnel to identify and correct parts inventory shortages/overages to maintain optimum parts inventory levels.
Key Responsibilities
- 3rd Level telephone contact support
- Respond to and resolve customer requests, in relation to software, hardware and network operations difficulties by providing fast, efficient and friendly customer service.
- Must be logged into the call system so that HHO's can be received
- Ability to resolve problems with or without remote tools
- Consistently achieve First Contact Resolution performance metric
- Accurately document calls and cases
- Aware of customer's time restraints and work within those time limits
- Keep customer aware of resolution steps - if ticket needs to be dispatched
- Follow up Service Centre cases and requests to completion
- Provide clients with problem reference numbers and request numbers
- Enter all troubleshooting/resolution steps into the ticket - this information will be used for the 321 team to drive tickets to a lower level
- All tickets are to be touched on a "first in first out basis", calling the customer on a daily basis
- Escalate tickets as needed if on-site support is required
- Resolve a minimum of 12 tickets per day (1.5 tickets per hour worked)
- Understanding of SLA requirements for the client
- Assist in cross training and communicate quick fixes
- Manage time and workload to meet predetermined service levels
- Maintain data accuracy in Service Centre through contact validation
- Understand the various media sources that interface with the Service Desk
- 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
- Provide 1 knowledge script per week on commonly seen tickets
- Ability to comprehend and uphold Unisys Policies and Procedures(including time reporting, attendance, etc)
**You will be successful in this role if you have**:
Key Qualifications
- 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