Uts Technical Support Representative 3 Ti

hace 3 meses

Ríonegro Santander, Colombia Unisys A tiempo completo
**We Believe in Better**
We are a global information technology company that builds high-performance, security-centric solutions that can help change the world. Enhancing people’s lives through secure, reliable advanced technology is our vision.
Our associates are at the forefront of everything we do, driving our clients’ successes while giving back to communities and making this world a safer and more secure place to live and work. Our success is a direct result of the work of our people who live and breathe our Core Beliefs. Simply put, we believe in better lives. Join us
**Learn more about Unisys and our key solution offerings**:Unisys, Stealth, CloudForte®, InteliServe
**What success looks like in this role**:
- Debe estar registrado en el sistema de llamadas para poder recibir HHO's
- Capacidad de resolver problemas con o sin herramientas remotas.
- Lograr consistentemente la métrica de rendimiento de Resolución de Primer Contacto.
- Documentar con precisión las llamadas y los casos.
- Consciente de las restricciones de tiempo del cliente y trabajar dentro de esos límites de tiempo.
- Hacer un seguimiento de los casos y solicitudes del Centro de Servicios hasta su finalización
- Proporcionar a los clientes los números de referencia de los problemas y los números de solicitud.
- Escalar los tickets según sea necesario si se requiere soporte in situ.
- Comprender los requisitos de SLA para el cliente.
- Gestionar el tiempo y la carga de trabajo para cumplir con los níveles de servicio predeterminados.
- Mantener la exactitud de los datos en el Centro de Servicios a través de la validación de los contactos.
- Comprender las diversas fuentes de medios que interactúan con el Service Desk.
- Capacidad para comprender y mantener las Políticas y procedimientos de Unisys (incluyendo informes de tiempo, asistencia, etc.)
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**You will be successful in this role if you have**:
- Técnico, tecnólogo o estudiante de quinto semestre en adelante de sistemas o carreras afines a servicios de tecnología de la información.
- 6 meses de experiência en el servicio de asistencia de TI.
- 6 meses de experiência previa proporcionando soporte de nível 3 para MS Office, MS Exchange y redes de MS windows.
- Conocimiento práctico de los conceptos de red de datos y voz.
- Inglés básico
Modalidad de Trabajo: Presencial en las oficinas ubicadas en Rionegro - Antioquía y Bogotá D.C.

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