Unisys Off Campus Recruitment

Qualifications

Qualifications & Skills Required:-

• High School diploma (Associate’s Degree or professional certification(s) preferred).
• Education, training and/or relevant experience equivalent to the completion of a relevant certificate course and/or relevant experience in Information Technology service delivery Relevant IT qualifications to a tertiary level.
• 6 months IT Service Desk experience.
• 6 months previous experience providing Level 3 support for MS Office, MS Exchange and MS windows networks.
• Working knowledge of data and voice network concepts

Key Roles & Responsibilities/Outcomes:-

• 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 Centre cases and requests to completion.
• Provide clients with problem reference 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 Centre 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 Centre 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 Knowledgebase.
• Provide 1 knowledge script per week on commonly seen tickets.
• Ability to comprehend and uphold Unisys Policies and Procedures (including time reporting, attendance, etc

Unisys Off Campus Recruitment