2nd OR 3rd SHIFT - Customer Service Agent in Indianapolis, IN

What success looks like in this role:

Advises and assists users over the telephone, email or chat to resolve incidents related to hardware, software, network connectivity and peripherals. Screens, diagnoses, researches and resolves user issues. Maintains passwords, data integrity and file system security for the desktop environment. Provides onboarding support of new associates, including laptop and/or desktop configuration, system access and security clearances. Documents service requests and dispatches orders to support groups for problem resolution. Provides quick response to ensure maximum uptime of all users and to meet or exceed Service Level Agreements (SLAs).

* Coordinates and plays a lead role in daily site operational activities, ensuring timely service delivery and achievement of contracted performance expectations.
* Leads or participates in projects to implement new initiatives or improve efficiency and resolution response time.
* Leads agent trainings.
* Provides doable fixes for areas of concern and identifies opportunities for improvement.
* Develops metrics by tracking tickets to evaluate tickets submitted, resolved and rejected, identifying trends and opportunities to improve the team's overall efficiency.
* Identifies recurring issues and escalates to the appropriate team for resolution.
* Provides root cause analysis on the most challenging issues, develops comprehensive action plans and timely follow through in support of the incident management process.
* Acts as an escalation point for team members.

You will be successful in this role if you have:

This role may require access to export-controlled commodities and technology. Therefore, to conform to U.S. export control regulations, applicant should be eligible for any required authorizations from the U.S. Government.

Unisys is proud to be an equal opportunity employer that considers all qualified applicants without regard to age, 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 GlobalRecruiting@unisys.com or alternatively Toll Free: 888-560-1782 (Prompt 4). US job seekers can find more information about Unisys' EEO commitment here.