Senior Service Desk Agent

🔥 14 hours ago

🇺🇸 United States – Remote

⏰ Full Time

🟠 Senior

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

👻 Ghost score 10%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Unisys

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 1980

💼 Consulting

📦 Logistics

🤖 Artificial Intelligence

💰 Post-IPO Debt on 2020-10

Consulting • Logistics • Artificial Intelligence

Unisys is a global technology solutions company that specializes in providing digital workplace solutions, cloud and applications services, enterprise computing, logistics optimization, and consulting. Leveraging artificial intelligence, Unisys accelerates productivity and drives innovation by offering cutting-edge solutions that enhance the efficiency of businesses and public services. The company collaborates with leading organizations worldwide to create tailored AI models and digital experiences that secure and improve business processes, ultimately realizing the full potential of AI. Unisys also plays a key role in logistics optimization using quantum computing and data analytics to enhance capacity utilization and route planning. Emphasizing cybersecurity and compliance, Unisys ensures a secure business environment for its clients.

📋 Description

• Provide 2nd Level telephone contact support • Respond to and resolve software, hardware and network operation difficulties • Provide fast, efficient and friendly customer service • Remain logged into the call system to receive HHO calls • Resolve problems with or without remote tools • Achieve First Contact Resolution performance metrics • Document calls, cases, troubleshooting and resolution steps accurately • Work within customer time restraints and keep customers informed of resolution steps • Follow up Service Centre cases and requests to completion • Provide problem reference and request numbers • Process tickets on a first-in, first-out basis and call customers daily • Escalate tickets when on-site support is required • Resolve a minimum of 12 tickets per day • Understand and meet client SLA requirements • Assist with cross-training and communicate quick fixes • Manage time and workload to meet service levels • Maintain Service Centre data accuracy through contact validation • Understand media sources interfacing with the Service Desk • Champion, implement or support change • Identify and implement Service Centre process efficiencies • Discover and document processes and procedures for team publication or the Knowledgebase • Provide one knowledge script per week for commonly seen tickets • Comprehend and uphold Unisys policies and procedures

🎯 Requirements

• Associate's degree, professional certification(s), or license; 5+ years of related experience • Education, training and/or relevant experience equivalent to completion of a relevant certificate course and/or relevant experience in Information Technology service delivery • Relevant IT qualifications to a tertiary level • 12 months–2 years of IT Service Desk experience • 2 years of previous experience providing Level 1 support for MS Office, MS Exchange and MS Windows networks • Working knowledge of data and voice network concepts • ITIL Foundations Certification preferred • Microsoft Desktop Administration certification preferred • Analytical and diagnostic skills • Eligibility for any required U.S. Government authorizations for access to export-controlled commodities and technology

🏖️ Benefits

• Equal opportunity employment commitment • Reasonable accommodation support for US job seekers • Remote work arrangement