Tech Service Desk

High School diploma (Associate’s Degree, professional certification(s), or license preferred)
2-4 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
6 months IT Service Desk experience, or related 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

1st Level telephone and other media contact support
Strive for a high level of first contact resolution
Respond to and resolve customer requests, in relation to software, hardware and network operations difficulties by providing fast, efficient and friendly customer service
Accurately document calls and incidents
Manage time and workload to meet predetermined service levels
Maintain data accuracy in our contact management system
Assign incidents and requests to the correct support group
Act as a single point of contact on incidents and problems logged
Perform appropriate diagnostics to initiate problem management workflow process
Provide clients with a reference number for their incident/request
Understand various media sources that interface with the Service Desk
Support multiple clients through customer service professionalism and insight
Become multi-skilled as workload changes occur within the Service Center
Champion, implement or support change
Identify process efficiencies within the Service Center 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
Ability to comprehend and uphold Unisys Policies and Procedures (including time reporting, attendance, etc.)

No preferred qualifications provided.