About Company:
Unisys is a global information technology company that builds high-performance, security-centric solutions for the most digitally demanding businesses and governments on Earth. Unisys’ offerings include security software and services; digital transformation and workplace services; industry applications and services; and innovative software operating environments for high-intensity enterprise computing. Unisys builds better outcomes securely for its clients across the Government, Financial Services and Commercial markets. For more information, visit www.unisys.com.
- Job Profile: Service Desk Analyst L1
- Degree Required: Any degree/12th
- Experience Required: 1 – 4 Years
- Salary/CTC: Best in Industry
- Work Location: Bangalore
Job Description Summary
- Responsible for providing the first-line of post-sales telephone and various other media technical support of hardware, systems, sub-systems and/or applications for customers and/or employees.
- Answers basic questions about installation, operation, configuration, customization, and usage of assigned products.
- Applies basic diagnostic techniques to identify problems, investigate causes and recommend solutions to correct common failures.
- Escalates complex problems to the Remote Support Engineering staff or Field Engineering. Typically provides technical support for internal and external customers.
- Escalates complex problems to higher level of expertise within organization. Monitor installed systems, identify problems, and take corrective action.
- Identify, manage, escalation, and resolve technical issues. Install and configure software, print drivers, utilities, etc. to be utilized on workstations and computer networks. Troubleshoot all information technology issues, including software, hardware, and networking.
Position Overview:
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, prioritising, escalating and resolving incidents and requests.
Responsibilities:
- 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
You will be successful in this role if you have:
- 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)
Apply Before the link Expires for Unisys Recruitment 2024 Hiring.
Apply Link- Click Here
