What success looks like in this role:

Who we are:  

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. 

Our Vision: Enhancing people’s lives through secure, reliable advanced technology. 

Our Core Beliefs: 

Curiosity: We embrace the unknown and continuous learning. 

Creativity: We look past routine ways of doing things. 

Client-Centricity: Our clients’ success is our success. 

Integrity: We act ethically and honestly. 

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 

Skills, Experience & Qualifications: 

Fresher 

You will be successful in this role if you have:

Key Skills:  

Excellent verbal and written communication. 

Good Knowledge on 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) 

Minimum Education Required: 

A minimum qualification any Engineering or Non-Engineering Graduates (2021 and 2022 Batch) 

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