Service Desk Associate - Level 2

What success looks like in this role:

Who we are:

You will be successful in this role if you have:

Key Qualifications:

University degree or equivalent education

Minimum Eligibility: Applicant should have a min of 2+ years of experience in the Level 2 team

Responsible for handling the service desk.

People management and development.
Training/Mentoring: Formalizing the training plan on a monthly basis and documenting it.
Ensuring all SLA s are met.
Publish monthly progress reports
Track and define common theme problems
Identify and implement corrective actions.
Managing day to day workload, prioritizing when necessary
Handle escalations and work towards minimizing them
Driving and managing periodic shift/project level initiatives.

Core Competencies:

Accuracy/Attention to Detail
Computer-Based Customer Support Tools
Conflict Management
Customer Service Management
Customer Support Function
Flexibility Adaptability
Follow-up
General Computer Competencies
Hardware Infrastructure
Initiative
ITIL (Information Technology Infrastructure Library)
Oral Communications
Problem Solving
Service Request Management Process
Technical Troubleshooting
Think Like the Customer
Tolerance for Stress

Unisys is proud to be an equal opportunity employer that considers all qualified applicants without regard to age, blood type, caste, citizenship, color, disability, family medical history, family status, ethnicity, gender, gender expression, gender identity, genetic information, marital status, national origin, parental status, pregnancy, race, religion, sex, sexual orientation, transgender status, veteran status or any other category protected by law.

This commitment includes our efforts to provide for all those who seek to express interest in employment the opportunity to participate without barriers. If you are a US job seeker unable to review the job opportunities herein, or cannot otherwise complete your expression of interest, without additional assistance and would like to discuss a request for . US job seekers can find more information about Unisys EEO commitment here .