Responsible for obtaining required information from service requesters, querying clients to ensure accurate product identification, servicing low level technical work and / or 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.
2) working with field personnel to identify and correct parts inventory shortages / overages to maintain optimum parts inventory levels.
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 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)
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,