Vaga de Assistente de Suporte Técnico UTS III
1 vaga: | Publicada em 15/05
- A Combinar
Sobre a vaga
What success looks like in this role:
Responsible for obtaining required information from service requesters, querying
clients to ensure accurate product identification, and logging the information
into proper call management system. Works independently or cooperatively as a
member of a team under the direction of a team leader or manager. Primarily
interfaces with clients, service delivery units, immediate management and other
team members to ensure an accurate service request is routed to the appropriate
service provider.
May be responsible for determining service entitlement by reviewing contract, generating contracts for time & material service if request is not under contract, or at field management request, providing grace periods on certain products while contract is in process. May also utilize multiple internal systems for one of the following activities:
1) Locating, securing and coordinating shipping and receiving of critical parts
from factories, repair centers, reclamation centers or unmanned locations to meet
client service request;
2) working with field personnel to identify and correct parts inventory
shortages/overages to maintain optimum parts inventory levels. Key
Responsibilities
3rd 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 HHOs 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 customers 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:
Key Qualifications
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
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
Unisys is proud to be an equal opportunity employer that considers all qualified
applicants without regard to age, 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 or alternatively Toll Free:
888-560-1782 (Prompt 4). US job seekers can find more information about Unisys
EEO commitment here.