UNISYS CORPORATION Enterprise Service Desk ESD in SALT LAKE CITY, Utah
Summary - DescriptionWe are currently seeking a motivated, career and customer oriented Enterprise Service Desk Specialist to join our team in Salt Lake City, UT, to begin an exciting and challenging career with Company Federal Systems. This is an 24-7 Support environment. Shift Work will be required ! Active DoD Secret Clearance is required ! Our Level II Technical Support Service Desk agents provide excellent customer service by supporting a wide range of technical and network solutions. Serving as the initial point of contact, you will gather and analyze information about the user's issue to answer basic questions about installation, operation, configuration, customization, and usage of assigned products to determine the best way to resolve their problem. Solutions include, but are not limited to, uninstalling-reinstalling basic software applications, resolving username and password problems, verifying proper hardware and software set up, resolving network connectivity issues, troubleshooting email issues, and supporting Level I technicians. Job Responsibilities: * Understand and wide application of technical principle, theories, and conceptsResolve problems for clients via telephone, email, chat, and web sessions * Collect information through a customer conversation, accessing support tools, and additional support staff service resources if needed. * Deliver consistently high levels of customer service * Conduct timely triage and escalation in accordance with SLA requirements. * Address and resolve basic incidents and requests; logs all incidents and requests; engages other service desk resources or appropriate service resources to resolve incidents that are beyond the scope of their ability or responsibility. * Accurate documentation of interactions, incidents, and problems. * Create a positive customer support experience and builds strong relationships through deep problem understanding, ensuring timely resolution or escalation, communicating promptly on progress, and handling customers with a professional attitude. * Ensure the end-to-end customer experience and provide a single point-of-contact for the customer. * Analyze and resolve incidents and requests regarding use of application software or hardware. * Support multiple clients through customer service professionalism and insight. * Document resolutions and updates self-help and staff knowledge bases. * Grow general knowledge of FERC-specific products, increasing ability to resolve requests on first contact. * Adhere to and support FERC standards, policies, and procedures. RequirementsPosition Requirements: * Must be U.S, Citizen * 2 years working in customer support or service field * Experience working in service desk environment with Remedy ITSM 7.6 to 8.1 * Competency in call center tracking tools * Demonstrated ability to learn customer support processes and techniques * Good analytical skills * Ability to solve problems * Competency in MS Office Suite. Education - Certification Requirements: * HS diploma & minimum 2 years working in customer support or service field or equivalent. * Security + CE certification preferred or must secure certification within first 6 months of employment * Microsoft Windows 7 or Windows certification Company offers a very competitive benefits package including health insurance coverage from first day of employment, a 401k with an immediately vested company match, vacation and educational benefits. To learn more about Company visit us at company's website Unisys is an Equal Opportunity Employer (EOE) - Minorities, Females, Disabled Persons, and Veterans.#FED# Employer's Job# 58183636 Please visit job URL for more information about this opening and to view EOE statement.