Service Desk Analyst

• 1st Level telephone and other media contact support.
• Strive for a high level of first contact resolution.
• Respond to and resolve customer requests, in relation to software, hardware and network operations difficulties by providing fast, efficient and friendly customer service.
• 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.
• Act as a single point of contact on incidents and problems logged.
• Perform appropriate diagnostics to initiate problem management workflow process.
• Provide clients with a reference number for their incident/request.
• Understand various media sources that interface with the Service Desk.
• Support multiple clients through customer service professionalism and insight.
• Become multi-skilled as workload changes occur within the Service Centre.
• Champion, implement or support change.
• Identify process efficiencies within the Service Centre and take corrective action to implement change.
• Discover and document processes and procedures which need to be published to the team or on the Knowledgebase.
• Ability to comprehend and uphold Unisys Policies and Procedures (including time reporting, attendance, etc).
You will be successful in this role if you have: • Typically requires: High School diploma (Associate's Degree, professional certification(s), or license preferred), 2-4 years of related experience.
• 6 months of related experience.
• Education, training and/or relevant experience equivalent to the completion of a relevant certificate course and/or relevant experience in Information Technology service delivery.
• Relevant IT qualifications to a tertiary level.
• 6 months IT Service Desk experience.
• 6 months previous experience providing Level 3 support for MS Office, MS Exchange and MS Windows networks.
• Working knowledge of data and voice network concepts.
• Languages: English and local languages of the countries it supports.
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