Advanced Service Desk Analyst — Complex IT Support

Unisys; Mandaluyong; On-site; PHP 335,000 - 603,000; Full time

Job summary

Unisys is seeking a Service Desk Level 2 professional in Mandaluyong, Metro Manila, Philippines to provide advanced technical support and handle escalated issues beyond Level 1 capabilities. The role requires ITIL certification, a high school diploma or GED, and 3–4 years of related experience.

You will communicate resolutions and root causes to users and support day-to-day client inquiries. Responsibilities include resolving complex software, hardware, and network issues, meeting SLAs, and

Qualifications

• High School Diploma or GED required.
• 3–4 years experience in service desk or similar support role.
• ITIL certification required.

Responsibilities

• Resolve escalated technical issues involving software, hardware, and network systems.
• Handle tickets that require deeper investigation and ensure timely resolution within SLAs.
• Communicate problem, resolution and root cause information to users, both technical and nontechnical, to help prevent future recurrence.
• Support ongoing day to day questions related to client incidents, requests and queries.
• Utilize problem solving and analytical skills to effectively resolve challenging incidents.
• Provide guidance and support to end-users, ensuring a high level of customer service.

Skills

3-4 years experience

Strong communication

Education

ITIL certification

Job description

Unisys is seeking a Service Desk Level 2 professional in Mandaluyong, Metro Manila, Philippines to provide advanced technical support and handle escalated issues beyond Level 1 capabilities. The role requires ITIL certification, a high school diploma or GED, and 3–4 years of related experience.

You will communicate resolutions and root causes to users and support day-to-day client inquiries. Responsibilities include resolving complex software, hardware, and network issues, meeting SLAs, and