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:

Responsibilities:

First point of contact for all end user reported issues or requests
Typically provides technical support for Internal and External customers
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 ensure all cases are updated in the system
Support multiple clients through customer service professionalism and insight

Key Qualifications

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)
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

LI-RP1

You will be successful in this role if you have:

Typically requires: High School diploma (Associate's Degree, professional certification(s), or license preferred), 2-4 years of related experience.
6 months of related experience.
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
Languages: English and local languages of the countries it supports.