What success looks like in this role:
• 1st Level telephone and other media contact support . • 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 proc...
Unisys Colombia Marketing
A global information technology company that provides solutions and services to many of the world's largest companies and government organizations.
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