Sr Technical Service Desk Analyst - ILCM
Unisys · Hyderabad · onsite · Posted 37d ago
Not disclosed4–6 yrsfulltimeSourced from
About a minute. You'll make an account on the way through.
About this role
What Success Looks Like In This Role
Key Qualifications
Local employment practices and rights may vary by jurisdiction and are subject to applicable local laws. 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]. US job seekers can find more information about Unisys EEO commitment here.
- Key Responsibilities
- Manage the end-to-end life cycle of an incident or request by maintaining seamless ownership, ensuring effective handoffs between teams and monitoring aging and in SLA performance in order to meet customer expectations and established Service Levels.
- Reduce backlog of long running tickets
- Drive the end-to-end support organization to adhere to agreed service levels for incident resolution
- Identify and collaborate with teams/resolver groups which carry ticket backlogs
- Provide an escalation mechanism for structural misses of SLAs.
- Daily governance on open ticket management
Key Qualifications
- Experience & knowledge of ITIL Framework
- Min 4 years in Service Industry with experience driving quality in at least one of the following areas: Service Desk, Service Delivery Management, Enterprise computing or Program management
- Complete understanding and application of IT Infrastructure support and industry best practices.
- Excellent Analytical skills
- Effective Customer Communication
- Experience in SLA based environment.
- Exposure to ITIL based work environment.
- Additional knowledge of MS SQL, MS Access, Minitab, and any other Analytical tools would be beneficial
- Advance MS Excel skills
- Understanding of service desk environment and its day-to-day operations
- Ability to document SOPs/Technical documents
- An inclination to be innovative & resourceful with the ability to seek alternatives & make quick decisions
- Good interpersonal and Presentation Skills
Local employment practices and rights may vary by jurisdiction and are subject to applicable local laws. 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]. US job seekers can find more information about Unisys EEO commitment here.
Sourced from foundit
Skills
ITIL Frameworkms accessMinitabanalytical toolsexcelSQL Server
About Unisys
Unisys
Blue Bell
US
About
Unisys is a worldwide information technology company. We provide a portfolio of IT services, software, and technology that solves critical problems for clients. We specialize in helping clients secure their operations, increase the efficiency and utilization of their data centers, enhance support to their end users and constituents, and modernize their enterprise applications. To provide these services and solutions, we bring together offerings and capabilities in outsourcing services, systems integration and consulting services, infrastructure services, maintenance services, and high-end server technology.
Unisys India was established in 2004 in Bangalore. We have strengthened tremendously in terms of headcount and infrastructure, as well as capabilities to become an integral part of the Unisys global delivery organization. Today, we have three state-of-the-art facilities - two in Bangalore and one in Hyderabad.
At Unisys India you will see a representation from most functions of Unisys. Be it product development for Systems & Technology, application design and migration for Global Industries, service desk / enterprise computing / ITIL processes / field operations back office for GOIS or extensions of various Unisys corporate functions. We are here today because of our relentless efforts towards timely, quality and cost efficient deliveries, all meant to drive a high level of customer satisfaction at a compelling cost.
A unique blend of mature processes, high focus on tools and, above all a team of highly talented and motivated employees play a critical role in making this possible. We are poised to play an increasingly important role in Unisys journey towards predictable and profitable growth. You could be a part of this change. Imagine It. Done.
For more information, visit http://www.unisys.com
Unisys India was established in 2004 in Bangalore. We have strengthened tremendously in terms of headcount and infrastructure, as well as capabilities to become an integral part of the Unisys global delivery organization. Today, we have three state-of-the-art facilities - two in Bangalore and one in Hyderabad.
At Unisys India you will see a representation from most functions of Unisys. Be it product development for Systems & Technology, application design and migration for Global Industries, service desk / enterprise computing / ITIL processes / field operations back office for GOIS or extensions of various Unisys corporate functions. We are here today because of our relentless efforts towards timely, quality and cost efficient deliveries, all meant to drive a high level of customer satisfaction at a compelling cost.
A unique blend of mature processes, high focus on tools and, above all a team of highly talented and motivated employees play a critical role in making this possible. We are poised to play an increasingly important role in Unisys journey towards predictable and profitable growth. You could be a part of this change. Imagine It. Done.
For more information, visit http://www.unisys.com
Industries
Business DevelopmentInformation ServicesInformation TechnologyManagement Information SystemsSoftware