Service Support Representative

The primary role of a service desk associate is to answer customer requests for assistance by email, chat, web or over the phone. This role is crucial to ensuring customer requirements are met in terms of communication, prioritizing, escalating and resolving incidents and requests.

Responsibilities:

The Unisys Early Career Program seeks to provide a campus strategy where graduates are recruited from diverse universities and colleges across geographies. The objectives of the program include:

First point of contact for all end user reported issues or requests
Typically provides technical support for Internal and External customers
Responsible for providing the first-line of telephone technical support of hardware, Operating Systems, sub- systems and/or applications for customers and/or employees
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 Skills

Excellent verbal and written communication.
Good Knowledge on 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)