Job Position: Customer Support Associate – Fresher
Company Name: Unisys
Qualification: Graduation
Job Location: Bangalore, KA, India
Salary: Upto Rs. 5LPA (Expected)
Job Description:-
Qualifications & Skills Required:-
High School diploma (Associate’s Degree or professional certification(s) preferred).
Education, training and relevant experience equivalent to the completion of an appropriate certificate course and relevant experience in Information Technology service delivery Relevant IT qualifications to a tertiary level.
6 months of IT Service Desk experience.
6 months of previous experience providing Level 3 support for MS Office, MS Exchange and MS Windows networks.
Working knowledge of data and voice network concepts
Key Roles & Responsibilities/Outcomes:-
Respond to and resolve customer requests concerning software, hardware and network operations difficulties by providing fast, efficient and friendly customer service.
Must be logged into the call system so that HHOs can be received
Ability to resolve problems with or without remote tools
Consistently achieve First Contact Resolution performance metric
Accurately document calls and cases.
Aware of customers’ time restraints and work within those time limits.
Keep customer aware of resolution steps – if a ticket needs to be dispatched.
Follow up Service Centre cases and requests to completion.
Provide clients with problem reference numbers and request numbers.
Enter all troubleshooting/resolution steps into the ticket – this information will be used for the 321 teams to drive tickets to a lower level.
All tickets are to be touched on a “first in first out basis”, calling the customer on a daily basis.
Escalate tickets as needed if on-site support is required.
Resolve a minimum of 12 tickets per day (1.5 tickets per hour worked).
Understanding of SLA requirements for the client.
Assist in cross-training and communicate quick fixes.
Manage time and workload to meet predetermined service levels-
Maintain data accuracy in Service Centre through contact validation.
Understand the various media sources that interface with the Service Desk.
Champion, implement or support change.
Identify process efficiencies within the Service Centre and take corrective action to implement change.
Discover and document processes and procedures which need to be published to the team or on the Knowledgebase.
Provide 1 knowledge script per week on commonly seen tickets.
Ability to comprehend and uphold Unisys Policies and Procedures (including time reporting, attendance, etc.