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Service Desk Agent - L1

Company: Unisys
Location: Montgomery
Posted on: October 11, 2019

Job Description:

Secure your tomorrow with Unisys: A great place to learn and grow your career! At Unisys, every associate makes a difference. Here, you have the opportunity to learn new skills, apply your expertise, explore local and global challenges, and solve complex technology issues with creative solutions and diverse teams. You are part of a team that drives change and delivers results on a daily basis. Our success is a direct result of our people.


A Service Desk Agent - L1 will be 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.
* 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 Center incidents and requests to completion
* Provide clients with incident 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 Center 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 Center 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 Knowledge base
* Provide one knowledge script per week on commonly seen tickets

Technical and Behavioral Skills
* High School diploma or GED required. Associate's degree in math, science, engineering, or computer, technical services preferred; or related field experience in computer technical services, help desk, or operations.
* Background investigation and drug screen required.
* 2-5 years of experience in data center operations, computer repairs or services, or help desk support.
* Must be US citizen. Ability to obtain a DoD Secret clearance required, active Secret clearance preferred
* Ability to obtain HDI Support Center Analyst (HDI-SCA) certification, active HDI-SCA preferred
* Multiple positions available - some also require the ability to obtain DoD IAT Level 2 certification (CompTIA Security+ CE, SSCP (Systems Security Certified Practitioner), CCNA Security, CySA+, GICSP, or GSEC), active DoD IAT Level 2 certification preferred for those roles
* ITIL Foundations certification preferred
* Requires basic knowledge of data processing fundamentals and equipment operation as normally acquired from completion of basic equipment training course/program.
* Ability to work under limited supervision.
* Ability to work shift work.
* Knowledge of PC use, data entry, and executing written procedures or directions on computers interfaces, and connecting cables to IT devices.
* Understanding of computers, problem ticketing, written procedures, and problem escalation.
* Experience in delivering high caliber soft skills including interpersonal skills (e.g. courtesy, patience, and professionalism), customer service, and initiative.


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Keywords: Unisys, Montgomery , Service Desk Agent - L1, Sales , Montgomery, Alabama

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