Job Description :
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 peopleu2019s lives through secure, reliable advanced technology is our vision.
At Unisys, we believe in better!u00A0 Here, you have the opportunity to learn new skills, apply your expertise, and solve complex problems with cutting edge technologies and solutions. You are part of a global diverse team that supports you, drives change, and delivers successful results consistently.
Our associates are at the forefront of everything we do, driving our clientsu2019 successes while giving back to communities and making this world a safer and more secure place to live and work. u00A0Our success is a direct result of the work of our people who live and breathe our .u00A0Simply put, we believe in better lives.u00A0 Join us!
Learn more about Unisys and our key solution offerings: , , ,u00A0
What success looks like in this role:
Key Qualifications
u2022 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
u2022 6 months IT Service Desk experience
u2022 6 months previous experience providing Level 3 support for MS Office, MS Exchange and MS windows networks
u2022 Working knowledge of data and voice network concepts
Key Responsibilities
u2022 1st Level telephone and other media contact support
u2022 Strive for a high level of first contact resolution
u2022 Respond to and resolve customer requests, in relation to software, hardware and network operations difficulties by providing fast, efficient and friendly customer service.
u2022 Accurately document calls and incidents
u2022 Manage time and workload to meet predetermined service levels
u2022 Maintain data accuracy in our contact management system
u2022 Assign incidents and requests to the correct support group
u2022 Act as a single point of contact on incidents and problems logged
u2022 Perform appropriate diagnostics to initiate problem management workflow process
u2022 Provide clients with a reference number for their incident/request
u2022 Understand various media sources that interface with the Service Desk
u2022 Support multiple clients through customer service professionalism and insight
u2022 Become multi-skilled as workload changes occur within the Service Centre
u2022 Champion, implement or support change
u2022 Identify process efficiencies within the Service Centre and to take corrective action to implement change
u2022 Discover and document process and procedures which need to be published to the team or on the Knowledgebase
u2022 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
u2022 A minimum of a High School degree or equivalent with 2 years of experience in the infrastructure domains is required.
u2022 Proficient in Microsoft Desktop Platform and Applications.
u2022 Proficient in Microsoft Server Platform and Applications.
u2022 Client focused.
u2022 Interpersonal skills.
u2022 Effective team member.


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