Senior Service Desk Agent

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

📋 Description

• Deliver 2nd Level telephone support to customers.

• Address and resolve issues related to software, hardware, and network operations.

• Provide prompt, efficient, and friendly customer service.

• Stay logged into the call system to handle HHO calls.

• Troubleshoot problems using remote tools when necessary.

• Meet performance metrics for First Contact Resolution.

• Accurately document calls, cases, troubleshooting steps, and resolutions.

• Adhere to customer timelines and keep clients updated on resolution progress.

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

• Issue problem reference and request numbers to customers.

• Process tickets on a first-in, first-out basis and contact customers daily.

• Escalate tickets that require on-site support.

• Resolve a minimum of 12 tickets each day.

• Understand and fulfill client SLA requirements.

• Aid in cross-training and share quick fixes with the team.

• Manage time and workload effectively to meet service levels.

• Ensure accuracy of Service Centre data through contact validation.

• Familiarize yourself with media sources interacting with the Service Desk.

• Champion, implement, or support changes as needed.

• Identify and implement efficiencies in Service Centre processes.

• Discover and document processes and procedures for team use or the Knowledgebase.

• Provide one knowledge script per week for frequently encountered tickets.

• Understand and adhere to Unisys policies and procedures.

⛳️ Requirements

• Associate's degree, professional certifications, or licenses; 5+ years of relevant experience.

• Education, training, and/or relevant experience equivalent to the completion of a pertinent certificate course and/or relevant experience in Information Technology service delivery.

• Relevant IT qualifications at a tertiary level.

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

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

• Working knowledge of data and voice network concepts.

• ITIL Foundations Certification is preferred.

• Microsoft Desktop Administration certification is preferred.

• Strong analytical and diagnostic skills.

• Eligibility for any necessary U.S. Government authorizations for access to export-controlled commodities and technology.

🏝️ Benefits

• Commitment to equal opportunity employment.

• Support for reasonable accommodation requests from U.S. job seekers.

• Flexible remote work arrangement.