Service Desk Associate

Unisys is hiring for the role of Service Desk Associate!

Responsibilities of the Candidates:

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

Requirements:

• A minimum of a PUC and above or equivalent with English as the primary language
• 1 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 Applications
• Good knowledge of Microsoft Office Suite (Word, Excel, Outlook, etc.)
• Multitasking and coordination skills
• Excellent judgment skills to be able to properly evaluate situations and immediately provide effective solutions
• Willingness and ability to work in shifts (24 x 7)