Senior Service Desk Agent

🔥 1 minute 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 customer requests related to software, hardware, and network operations difficulties. • Remain logged into the call system to receive HHO calls. • Resolve problems with or without remote tools. • Achieve the First Contact Resolution performance metric. • Document calls and cases accurately. • Work within customers' time restraints and keep customers informed of resolution steps. • Follow up Service Centre cases and requests through completion. • Provide clients with problem reference and request numbers. • Record troubleshooting and resolution steps in tickets for the 321 team. • 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, or 1.5 tickets per hour worked. • Understand client SLA requirements. • Assist with cross-training and communicate quick fixes. • Manage time and workload to meet predetermined service levels. • Maintain Service Centre data accuracy through contact validation. • Understand media sources interfacing with the Service Desk. • Champion, implement, or support change. • Identify process efficiencies and implement corrective actions. • Discover and document processes and procedures for team or Knowledgebase publication. • Provide one knowledge script per week for commonly seen tickets. • Comprehend and uphold Unisys policies and procedures, including time reporting and attendance.

🎯 Requirements

• Associate's degree, professional certification(s), or license; 5+ years of related experience. • 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. • 12 months - 2 years IT Service Desk experience. • 2-year previous experience providing Level 1 support for MS Office, MS Exchange and MS Windows networks. • Working knowledge of data and voice network concepts. • Eligibility for any required U.S. Government authorizations related to export-controlled commodities and technology. • Preferred: ITIL Foundations Certification. • Preferred: Microsoft Desktop Administration certification. • Analytical and diagnostic skills.