What success looks like in this role:

Job Description SummaryResponsible for providing the first-line of post-sales telephone and various other media technical support of hardware, systems, sub-systems and/or applications for customers and/or employees. Answers basic questions about installation, operation, configuration, customization, and usage of assigned products. Applies basic diagnostic techniques to identify problems, investigate causes and recommend solutions to correct common failures. Escalates complex problems to the Remote Support Engineering staff or Field Engineering. Typically provides technical support for internal and external customers. Escalates complex problems to higher level of expertise within organization. Monitor installed systems, identify problems, and take corrective action. Identify, manage, escalation, and resolve technical issues. Install and configure software, print drivers, utilities, etc. to be utilized on workstations and computer networks. Troubleshoot all information technology issues, including software, hardware, and networking.

Who we are:

Unisys is a global information technology company that builds high-performance, security-centric solutions for the most digitally demanding businesses and governments on Earth. Unisys’ offerings include security software and services; digital transformation and workplace services; industry applications and services; and innovative software operating environments for high-intensity enterprise computing. Unisys builds better outcomes securely for its clients across the Government, Financial Services and Commercial markets. For more information, visit www.unisys.com.

Our Vision: Enhancing people’s lives through secure, reliable advanced technology.

Our Core Beliefs:

Curiosity: We embrace the unknown and continuous learning.Creativity: We look past routine ways of doing things.Client-Centricity: Our clients’ success is our success.Integrity: We act ethically and honestly.

Position Overview:

The primary role of a service desk associate is to answer customer requests for assistance by Email, Chat, Web or over the Phone. This role is crucial to ensuring customer requirements are met in terms of communication, prioritising, escalating and resolving incidents and requests.

Responsibilities:

First point of contact for all end user reported issues or requestsTypically provides technical support for Internal and External customersResponsible for providing the first-line of telephone technical support of hardware, Operating Systems, sub-systems and/or applications for customers and/or employeesApplies basic diagnostic techniques to identify problems, investigate causes and recommend solutions to correct common failuresTakes end to end Ownership of End User Issues till resolution and follow up as mandated by the process requirementsEscalates complex problems to the Remote Support Engineering staff or Field EngineeringMaintains call quality and response times as per the agreed SLA's. Maintains records of calls and ensure all cases are updated in the systemSupport multiple clients through customer service professionalism and insight

You will be successful in this role if you have:

A minimum of a PUC and above or equivalent with English as the primary language1 to 4 years of experience with IT Service Desk (Tech Support Voice Process)Excellent verbal and written communication.Good Knowledge of Operating Systems, Hardware, Networking, and MS ApplicationsGood knowledge of Microsoft Office Suite (Word, Excel, Outlook etc.)Multitasking and coordination skillsExcellent judgment skills to be able to properly evaluate situations and immediately provide effective solutionsWillingness and ability to work in shifts (24 x 7

Unisys is proud to be an equal opportunity employer that considers all qualified applicants without regard to age, blood type, caste, citizenship, color, disability, family medical history, family status, ethnicity, gender, gender expression, gender identity, genetic information, marital status, national origin, parental status, pregnancy, race, religion, sex, sexual orientation, transgender status, veteran status or any other category protected by law.

This commitment includes our efforts to provide for all those who seek to express interest in employment the opportunity to participate without barriers. If you are a US job seeker unable to review the job opportunities herein, or cannot otherwise complete your expression of interest, without additional assistance and would like to discuss a request for reasonable accommodation, please contact our Global Recruiting organization at GlobalRecruiting@unisys.com or alternatively Toll Free: 888-560-1782 (Prompt 4).  US job seekers can find more information about Unisys’  EEO commitment here.