Service Desk Associate - Hyderabad, India - Unisys

Unisys

Verified Company

Hyderabad, India

1 week ago

Posted by:

Deepika Kaur

beBee Recuiter

Description

We Believe in Better
We are a global information technology company that builds high-performance, security-centric solutions that can help change the world. Enhancing people's lives through secure, reliable advanced technology is our vision.

Our associates are at the forefront of everything we do, driving our clients' successes while giving back to communities and making this world a safer and more secure place to live and work.

Our success is a direct result of the work of our people who live and breathe our Core Beliefs. Simply put, we believe in better lives. Join us

Learn more about Unisys and our key solution offerings:Unisys, Stealth, CloudForte, InteliServe

What success looks like in this role:

Who we are:

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:

Key Responsibilities/Outcomes:

Escalates complex problems to Field Engineering or Resolver Staff.
Typically provides technical support for internal and external customers.
Escalates complex problems to higher level of expertise within organization.
Troubleshoot various technical issues; network connectivity, network printing, user access issues, Application related issues, password resets, etc.
Communicate with the user and the resolver teams (Client/ Unisys/ third party) and other departments within Unisys to ensure best service to the end users.
Demonstrate intermediate problemsolving skills and efficient troubleshooting skills
Commitment to client/internal/customer satisfaction
Plan, develop, and lead interactive training sessions within the team.
Play an active role in training the team members on processrelated issues.
Implement technological changes to enhance support functions.
Ability to handle multiple accounts and successfully multitask during crucial times
Positive feedback/ Good survey scores from the clients regarding service provided.
Working knowledge on Applications/Databased; example Windows, Mac, mobility, AD, Oracle, Exchange (O365), SharePoint, Citrix, Avaya, Outlook, Skype for Business, VMWare, PowerShell etc.
Working knowledge on ticketing tools in the current market such as ITSM Remedy, Service-Now.
Certification will on any field will be an added advantage.

LI-BN1

You will be successful in this role if you have:

Key Qualifications:

Minimum Eligibility: Applicant should have a min of 2+ years of experience in the Level 2 team
Responsible for handling the service desk.
People management and development.
Training/Mentoring: Formalizing the training plan on a monthly basis and documenting it.
Ensuring all SLA's are met.
Publish monthly progress reports
Track and define common theme problems
Identify and implement corrective actions.
Managing day to day workload, prioritizing when necessary
Handle escalations and work towards minimizing them
Driving and managing periodic shift/project level initiatives.

**Core Competencies: - Accuracy/Attention to Detail