Senior Technical Service Desk

We are looking for proactive, enthusiastic, and technically savvy level 1 support agents to provide 1st Level IT Support, lead, mentor and train service desk staff, and resolve customer requests efficiently and professionally.

Requirements

• Provide 1st Level IT Support
• Lead, mentor and train service desk staff
• Respond to and resolve customer requests
• 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
• Perform appropriate diagnostics to initiate problem management workflow process
• Provide clients with a reference number for their incident/request
• Flexible to work in 24/7 environment and requires being able to work on a rotating shift roster including nights and weekends
• Ability to comprehend and uphold Unisys Policies and Procedures