Responsible for providing the first-line of post-sales telephone technical support of hardware, systems, sub-systems and/or applications for customers and/or employees
Job Summary
Responsible for providing the first-line of post-sales telephone technical support of hardware, systems, sub-systems and/or applications for customers and/or employees.
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.
Unisys is a global information technology company that builds high-performance, security-centric solutions for the most digitally demanding businesses and governments on Earth.
Matching Summary
Responsible for providing the first-line of post-sales telephone technical support of hardware, systems, sub-systems and/or applications for customers and/or employees.
Skills & Requirements
Must-have
troubleshoot network connectivity
troubleshoot user access issues
troubleshoot application related issues
troubleshoot password resets
ITSM Remedy
Service-Now
Nice-to-have
curiosity and continuous learning
client-centricity
flexibility and adaptability
tolerance for stress
think like the customer
Key Requirements
Minimum 2+ years of relevant experience
Handling the service desk
People management and development
Formalizing training plan monthly
Ensuring all SLAs are met
Publish monthly progress reports
Track and define common theme problems
Identify and implement corrective actions
Managing day to day workload
Handle escalations and work towards minimizing them
Driving and managing periodic shift/project level initiatives