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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in IT Service Desk operations, including 2nd Level support, ticket resolution, and adherence to client SLA requirements. Proficient in managing customer interactions and implementing process efficiencies to enhance service delivery.
Highest-signal resume keywords
IT Service Desk ExperienceFirst Contact ResolutionITIL Foundations CertificationMicrosoft Desktop Administration CertificationAnalytical And Diagnostic Skills
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
TroubleshootingTicket ResolutionNetwork Operation SupportData And Voice Network ConceptsMS Office SupportMS Exchange SupportMS Windows SupportService Level Agreement ComplianceProcess DocumentationChange Management
Soft Skills
Customer ServiceTime ManagementCommunicationTeam CollaborationProblem-Solving
Tools & Technologies
Call SystemRemote ToolsKnowledgebaseService Centre Software
Certifications & Qualifications
Associate's DegreeProfessional CertificationITIL Foundations CertificationMicrosoft Desktop Administration Certification
Industry Keywords
Information Technology Service DeliveryExport-Controlled CommoditiesService Centre Process EfficienciesClient SLA Requirements
About the role
Key responsibilities & impact- Provide 2nd Level telephone contact support
- Respond to and resolve software, hardware and network operation difficulties
- Provide fast, efficient and friendly customer service
- Remain logged into the call system to receive HHO calls
- Resolve problems with or without remote tools
- Achieve First Contact Resolution performance metrics
- Document calls, cases, troubleshooting and resolution steps accurately
- Work within customer time restraints and keep customers informed of resolution steps
- Follow up Service Centre cases and requests to completion
- Provide problem reference and request numbers
- Process tickets on a first-in, first-out basis and call customers daily
- Escalate tickets when on-site support is required
- Resolve a minimum of 12 tickets per day
- Understand and meet client SLA requirements
- Assist with cross-training and communicate quick fixes
- Manage time and workload to meet service levels
- Maintain Service Centre data accuracy through contact validation
- Understand media sources interfacing with the Service Desk
- Champion, implement or support change
- Identify and implement Service Centre process efficiencies
- Discover and document processes and procedures for team publication or the Knowledgebase
- Provide one knowledge script per week for commonly seen tickets
- Comprehend and uphold Unisys policies and procedures
Requirements
What you’ll need- Associate's degree, professional certification(s), or license; 5+ years of related experience
- Education, training and/or relevant experience equivalent to completion of a relevant certificate course and/or relevant experience in Information Technology service delivery
- Relevant IT qualifications to a tertiary level
- 12 months–2 years of IT Service Desk experience
- 2 years of previous experience providing Level 1 support for MS Office, MS Exchange and MS Windows networks
- Working knowledge of data and voice network concepts
- ITIL Foundations Certification preferred
- Microsoft Desktop Administration certification preferred
- Analytical and diagnostic skills
- Eligibility for any required U.S. Government authorizations for access to export-controlled commodities and technology
Benefits
Comp & perks- Equal opportunity employment commitment
- Reasonable accommodation support for US job seekers
- Remote work arrangement