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 customer inquiries related to software, hardware, and network operational issues.

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

• Troubleshoot issues with or without the use of remote tools.

• Meet the First Contact Resolution performance metric.

• Accurately document calls and cases.

• Operate within customer time constraints while keeping them updated on resolution progress.

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

• Provide clients with problem reference and request identifiers.

• Log troubleshooting and resolution steps in tickets for the 321 team.

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

• Escalate tickets when on-site assistance is necessary.

• Resolve a minimum of 12 tickets daily, or 1.5 tickets for each hour worked.

• Understand client Service Level Agreement (SLA) requirements.

• Assist in cross-training and share quick fixes.

• Manage time and workload to meet established service levels.

• Ensure accuracy of Service Centre data through contact validation.

• Be knowledgeable about media sources that interface with the Service Desk.

• Advocate, implement, or support change initiatives.

• Identify process efficiencies and take corrective actions.

• Discover and document processes and procedures for team or Knowledgebase publication.

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

• Understand and adhere to Unisys policies and procedures, including time reporting and attendance.

⛳️ Requirements

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

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

• Possess 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 providing Level 1 support for MS Office, MS Exchange, and MS Windows networks.

• Familiarity with data and voice network concepts.

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

• Preferred: ITIL Foundations Certification.

• Preferred: Microsoft Desktop Administration certification.

• Strong analytical and diagnostic skills.

🏝️ Benefits

• Comprehensive health insurance coverage.

• Opportunities for professional development and training.

• Flexible working hours and potential remote work options.

• A supportive and collaborative team environment.