What Success Looks Like In This Role

What success looks like in this role:

Perform consistent monitoring on Service Desk agent interactions with End Users as well as the related tickets. Ensure that all designated agents in the team are coached timely and effectively.
Coaching abilities to drive agent performances
Provide input for Knowledge Article updates and recommend other improvement suggestions.
Prepare reports and quality indicators, provide Quality results to Service Desk Leadership members, and implement continuous improvement action plans for enhancing End User Experience.
Collaborate with Knowledge, training, Quality and Operation to drive results
Prepare and Drive Quality assurance Weekly, Monthly business presentation [WBR, MBR]
Active participation in quality initiatives and Team objectives and high-quality execution of the Quality Process.
Conduct sessions with Service Desk agents and staff members to calibrate on call guidelines and discuss on Quality Metrics.
May involve Client interaction and activities
SD basic technical troubleshooting experience
Demonstrated awareness of industry best practices in Quality Assurance and proficiency in leveraging market-relevant technologies to ensure high standards of product quality.

You will be successful in this role if you have:

You will be successful in this role if you have:

Minimum 2+ years of IT Service Desk Level 1 experience
May require technical certification or Associate Degree
Excellent verbal and written communication in English and any additional applicable languages
Bachelors Degree in any field is desired.
Key Skills:

Good understanding of IT Service Desk Level 1 Support processes
MIS reporting, trending reporting and Analytics
Good knowledge of Service Desk Tools, Applications
Experience creating and updating reports. Should be able to interpret data and trend analysis.
Able to resolve escalations and keep stakeholders informed
Highly resourceful, self-driven, and proactive attitude that demonstrate ownership
Growth Mindset that generates curiousness about the working environment
Knowledge of PowerBi Reporting, MIS Excel
Hands on experience on Ticketing tool like – ServiceNow and Genesys
Knowledge of Speech and Text Analytics, Auto Assist, Sentiment Analysis is an added advantage
Should be able to work with Global Team and related Operations Functions

Unisys is proud to be an equal opportunity employer that considers all qualified applicants without regard to age, blood type, caste, citizenship, color, disability, family medical history, family status, ethnicity, gender, gender expression, gender identity, genetic information, marital status, national origin, parental status, pregnancy, race, religion, sex, sexual orientation, transgender status, veteran status or any other category protected by law.

This commitment includes our efforts to provide for all those who seek to express interest in employment the opportunity to participate without barriers. If you are a US job seeker unable to review the job opportunities herein, or cannot otherwise complete your expression of interest, without additional assistance and would like to discuss a request for reasonable accommodation, please contact our Global Recruiting organization at [HIDDEN TEXT] or alternatively Toll Free: 888-560-1782 (Prompt 4). US job seekers can find more information about Unisys EEO commitment here.

Service Desk Quality Auditor