Full job description
What success looks like in this role:
Provide 1st Level IT Support
Respond to and resolve customer requests, in relation to software, hardware and network operations difficulties by providing quick, productive 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.
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)
LI-AS1
You will be successful in this role if you have:
RequiresNV1 Security Clearance.
Typically requires: High School Certificate/associate's degree.
2years of IT Service desk experience.
Education, training and/or relevant experience equivalent to the completion of a relevant certificate course and/or relevant experience in Information Technology.
Unisys is proud to be an equal chance 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.
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