Sr Service Desk Agent
# Sr Service Desk Agent **Unisys** · United States · `Remote` · `Full Time` 💼 **Уровень роли:** `Senior` 🕒 **Статус:** *Опубликовано: сегодня* · *Источник: Himalayas (JSON API)* --- ### Top Skills & Match 🎯 **Ключевой стек роли:** `[Service-Desk-Agent]` `[Service-Desk-Analyst]` `[IT-Support-Specialist]` `[Technical-Support-Specialist]` `[Helpdesk-Senior-Representative]` `[Senior-Technical-Support-Agent]` `[Service-Desk-Specialist]` `[Service-Desk-Representative]` `[Service-Desk-Associate]` `[Service-Desk-Technician]` --- ### About the Role What success looks like in this role: • 2nd Level telephone contact support. - 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.) You will be successful in this role if you have: - 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 Preferred: • ITIL Foundations Certification - Microsoft Desktop Administration certification • Analytical and diagnostic skills This role may require access to export-controlled commodities and technology. Therefore, to conform to U.S. export control regulations, applicant should be eligible for any required authorizations from the U.S. Government. Originally posted on Himalayas
- Service-Desk-Agent
- Service-Desk-Analyst
- IT-Support-Specialist
- Technical-Support-Specialist
- Helpdesk-Senior-Representative
- Senior-Technical-Support-Agent
- Service-Desk-Specialist
- Service-Desk-Representative
- Service-Desk-Associate
- Service-Desk-Technician
Наблюдалась 2026-10-01, впервые 2026-10-01, источник — Himalayas (JSON API).