Key Responsibilities/Outcomes:

Support on 1st Level.

• 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)