Job Role : Assoc Tech Svc Desk
Job Description:
Responsible for providing the krst-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, conkguration, 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 conkgure software, print drivers, utilities, etc. to be utilized on workstations and computer networks. Troubleshoot all information technology issues, including software, hardware, and networking
Key Responsibilities:
▪ 1st Level telephone and other media contact support
▪ Strive for a high level of krst 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 Centre
▪ Champion, implement or support change
▪ Identify process efficiencies within the Service Centre and to take corrective action to
▪ 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 Centre
▪ Champion, implement or support 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, a endance, etc)