Jobs In Hyderabad
Service Desk Associate – International Voice Support
Location Hyderabad, Telangana, India Category Help Desk / IT Support Jobs
Type Full time
We believe in better!
We are a global information technology company that builds high-performance, security-focused solutions that can help change the world. Our vision is to extend people’s lives through safe, reliable advanced technology.
At Unisys, we believe in the good! Here, you have the opportunity to learn new skills, apply your skills and solve complex problems with the latest technology and solutions. You are part of a global diversified team that supports you, makes changes and consistently delivers successful results.
Our partners are at the forefront of everything we do, driving our clients to success while giving back to communities and making the world a safer and more secure place to live and work. Our success is a direct result of the work of our people who live and breathe our core faith. Simply put, we believe in a better life. Join us!
Learn more about Unisys and our solution offerings: Unisys, Stealth Cloud, Cloudforte, Intelly Serve
What success is seen in this role:
Responsible for providing first-line telephone technical support after the sale of hardware, systems, subsystems and / or customer and / or employee applications. Answers to basic questions about installation, operation, configuration, customization and use of assigned products.
Implement basic diagnostic techniques to identify problems, find causes, and fix common failures.
Remote support exacerbates complex problems for engineering staff or field engineers. Provides exclusive technical support to internal and external customers.
Increases complexity to high-level experts in the organization.
1 level telephone and other media contact support
First try for a higher level of contact resolution
Respond and resolve customer requests related to problems with software, hardware and network operations by providing fast, efficient and friendly customer service.
Accurately document calls and events
Service Manage time and workload to meet predefined service levels
Contact To maintain data accuracy in our contact management system
Request support events and appropriate support groups
Act as a single contact on logged events and issues
Problem Management Make the right diagnosis to begin the workflow process
Give clients the reference number for their event / request
Understand different media sources with interfaces with various service desks
Service Support multiple customers through customer service professionalism and insight
Center Be multi-skilled as the workload in the service center changes
Champion, support implementation or change
Center Identify the efficiency of the process in the service center and take corrective action to implement the changes
Research and document processing and procedures that need to be published on a team or knowledgebase
Ability to understand and support a unified policy and process (including time reporting, attendance, etc.)
You will succeed in this role if you have:
Skills, experience and qualifications:
Minimum 1 year experience working in IT Help Desk or Service Desk
Eligibility for IT qualification related to education, training and / or related experience course related information course and / or related experience information technology service delivery
6 months IT service desk experience
Experience 6 months ago Provides Level 3 support for MS Office, MS Exchange and MS Windows Network
Working knowledge of data and voice network concepts