Tech Service Desk Agent - (mortgage And Technical Support) I

Job Opportunity

What success looks like in this role: Strive for a high level of first contact resolution. Respond to and resolve customer requests, in relation to software, hardware and network operations difficulties by providing fast, efficient and friendly customer service. Accurately document calls and incidents. Manage time and workload to meet predetermined service levels. Maintain data accuracy in our contact management system. Assign incidents and requests to the correct support group. Act as a single point of contact on incidents and problems logged. Perform appropriate diagnostics to initiate problem management workflow process. Provide clients with a reference number for their incident/request. Understand various media sources that interface with the Service Desk. Support multiple clients through customer service professionalism and insight. Become multi-skilled as workload changes occur within the service centre. 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. Ability to comprehend and uphold Unisys Policies and Procedures (including time reporting, attendance, etc.)

You will be successful in this role if you have: Typically requires: High School diploma (associate's degree, professional certification(s), or license preferred) 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. 6 months IT Service Desk experience or related experience. 6 months previous experience providing Level 3 support for MS Office, MS Exchange and MS windows networks. Working knowledge of data and voice network concepts Languages: English and local languages of the countries it supports. Mortgage/Banking Knowledge is a plus Onsite 3 days a week in West Valley City - Salt Lake City, UT