Services Desk Associate - Level 2 Job in Unisys

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 www.unisys.com.

Our Vision: Enhancing people s 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.

#LI-MG2

You will be successful in this role if you have:

Key Qualifications:

Minimum Eligibility: Applicant should have a min of 2+ years of experience in the Level 2 team

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 SLA s 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.