SR Tech Service Desk

📋 Description

• • As a Senior Technical Service Desk professional at Unisys Corporation, you will be at the forefront of providing critical Tier 1 and Tier 2 technical support, ensuring the seamless operation of our clients' IT environments. This role is pivotal in maintaining user productivity and satisfaction by addressing a wide spectrum of technical challenges with efficiency and expertise.
• • Your primary responsibility will involve troubleshooting and resolving complex technical issues that impact hardware, software, and communication systems. This includes, but is not limited to, supporting the maintenance of client-proprietary applications, Commercial Off-The-Shelf (COTS) software, and Unisys-developed applications. You will be instrumental in diagnosing and rectifying problems related to voice communications, voicemail systems, network connectivity, printing services, and remote access capabilities for desktop equipment.
• • A key aspect of this role is your ability to identify the root causes of recurring or complex problems. You will take ownership of these issues, driving them towards a timely and effective resolution. When faced with unusual or particularly intricate problems that extend beyond your immediate scope, you will expertly escalate them to higher-level support teams, ensuring that no issue is left unaddressed.
• • Effective communication is paramount. You will be responsible for clearly articulating the nature of the problem, the steps taken for resolution, and the identified root cause to both technical and non-technical users. This proactive communication aims to empower users and prevent similar issues from arising in the future, fostering a more robust and self-sufficient user base.
• • You will also serve as a vital resource for Tier 1 and Tier 2 support agents. Your experience and knowledge will be leveraged to answer their day-to-day questions, provide guidance on handling client incidents, requests, and queries, and contribute to the overall skill development of the support team.
• • Success in this role hinges on your strong problem-solving and analytical skills. You will be expected to approach challenging incidents with a methodical and analytical mindset, devising creative and effective solutions that minimize downtime and restore functionality swiftly.
• • This position requires a proactive approach to technical support, anticipating potential issues and implementing preventative measures where possible. You will contribute to the continuous improvement of service desk processes and documentation, sharing best practices and insights to enhance team performance.
• • You will be a key point of contact for users experiencing technical difficulties, requiring a high degree of patience, empathy, and professionalism. Your ability to manage user expectations and provide a positive support experience, even in stressful situations, will be crucial.
• • The role involves working with a diverse range of technologies and platforms, demanding a broad understanding of IT infrastructure, operating systems, and common business applications. You will need to stay abreast of technological advancements and adapt quickly to new tools and systems.
• • By effectively resolving technical issues and supporting your colleagues, you will directly contribute to the overall efficiency and success of the IT services Unisys provides to its clients, reinforcing Unisys's reputation for reliable and high-quality technical support.