113 Unisys Jobs
2-4 years
₹ 4.5 - 4.8L/yr (AmbitionBox estimate)
Bangalore / Bengaluru
Service Desk Associate - Level 2
Unisys
posted 19d ago
Flexible timing
Key skills for the job
What success looks like in this role:
Responsible for providing the first-line of post-sales telephone technical support of hardware, systems, sub-systems and/or applications for customers and/or employees. Answers more complex questions about installation, operation, configuration, customization, and usage of assigned products.
Applies basic diagnostic techniques to identify problems, investigate causes and recommend solutions to correct common failures. Escalates complex problems to the Remote Support Engineering staff or Field Engineering. Fully qualified and experienced.
Typically provides technical support for internal and external customers. Escalates complex problems to higher level of expertise within organization.
Key Responsibilities/Outcomes:
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 SLAs 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.
Employment Type: Full Time, Permanent
Read full job descriptionPrepare for Service Desk Associate roles with real interview advice
Super work place
NA nothing
Read 3 reviews0-5 Yrs
Hyderabad / Secunderabad
2-5 Yrs
Hyderabad / Secunderabad, Gurgaon / Gurugram, Bangalore / Bengaluru
15-19 Yrs
Hyderabad / Secunderabad, Gurgaon / Gurugram, Bangalore / Bengaluru