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. #J-18808-Ljbffr