Dutch Speaking Service Desk Support - Level 2

at  Unisys

UNISYS CUSTOMER SERVICE TEAM IS FOR YOU, IF YOU WOULD LIKE TO:

• experience real customer and employee diversity
• be a trusted team member and have a supportive supervisor
• work in an ethical company culture where you can be yourself
• be part of our internal career development programs -we are working with a very large number of technologies, which gives you continuous opportunities to find your own path
• have unlimited access to our online training tool to improve your soft skills and technical capabilities

WHAT SUCCESS LOOKS LIKE IN THIS ROLE:

• 2nd Level telephone contact support.
• Respond to and resolve customer requests, in relation to software, hardware and network operations difficulties by providing fast, efficient and friendly customer service.
• Must be logged into the call system so that HHO’s 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 customer’s time restraints and work within those time limits
• Keep customer aware of resolution steps – if 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 team 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 to take corrective action to implement change
• Discover and document process 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)

YOU WILL BE SUCCESSFUL IN THIS ROLE IF YOU HAVE:

• Fluent Dutch and English language skill
• Education, training and/or relevant experience equivalent to the completion of a relevant certificate course and/or relevant experience in Information Technology service delivery Relevant IT qualifications to a tertiary level Fluent Italian and English language skills
• 12 months IT Service Desk experience
• 1 year previous experience providing Level 1 support for MS Office, MS Exchange and MS windows networks
• Working knowledge of data and voice network concepts

Preferred:

• ITIL Foundations Certification
• Microsoft Desktop Administration certification
• Analytical and diagnostic skills