Senior Service Desk Agent

This is a fully remote position, open to applicants in United States.

📋 Description

• Provide 2nd Level telephone support to customers.

• Address and resolve customer inquiries related to software, hardware, and network operations by delivering prompt, efficient, and courteous service.

• Ensure to be logged into the call system to receive HHO’s.

• Capable of troubleshooting issues with or without remote assistance.

• Consistently meet the First Contact Resolution performance metric.

• Accurately document all calls and cases.

• Be mindful of customers' time constraints and operate within those limits.

• Keep customers informed about the resolution process, especially if a ticket needs to be escalated.

• Follow up on Service Centre cases and requests until completion.

• Provide clients with reference numbers for problems and requests.

• Record all troubleshooting and resolution steps within the ticket, as this information will assist the 321 team in managing tickets more effectively.

• Ensure that all tickets are addressed on a “first in, first out” basis, reaching out to customers daily.

• Escalate tickets when on-site support is necessary.

• Aim to resolve a minimum of 12 tickets each day (approximately 1.5 tickets per hour worked).

• Understand and adhere to the Service Level Agreement (SLA) requirements for the client.

• Contribute to cross-training efforts and share quick fix solutions.

• Manage time and workload to achieve established service levels.

• Maintain data accuracy within the Service Centre through contact validation.

• Familiarize yourself with various media sources that interact with the Service Desk.

• Advocate for, implement, or support changes as needed.

• Identify process efficiencies within the Service Centre and take corrective actions to implement improvements.

• Discover and document processes and procedures that should be published for the team or added to the Knowledgebase.

• Produce one knowledge script each week on frequently encountered tickets.

• Demonstrate an understanding of and adherence to Unisys Policies and Procedures (including time reporting, attendance, etc.).

⛳️ Requirements

• Associate's degree, professional certification(s), or license; 5+ years of relevant experience.

• Education, training, and/or relevant experience equating to the completion of a suitable certificate course and/or significant experience in Information Technology service delivery, with relevant IT qualifications at a tertiary level.

• 12 months to 2 years of IT Service Desk experience.

• 2 years of prior experience providing Level 1 support for MS Office, MS Exchange, and MS Windows networks.

• Proficient understanding of data and voice network concepts.

• ITIL Foundations Certification is preferred.

• Microsoft Desktop Administration certification is preferred.

• Strong analytical and diagnostic skills.

🏝️ Benefits

• N/A