Service Desk Analyst

Unisys; Manila; On-site; PHP 240,000 - 420,000; Full time

Job summary

Unisys is seeking a customer support specialist to handle moderately complex inquiries, following established guidelines and using experience-based judgment to resolve incidents and requests. You will assist with hardware, software, client and COTS applications as well as network and user administration, escalate when necessary, and support L1 agents in daily activities to maintain service quality.

This role requires a High School Diploma or GED, potential technical certification, or an

Qualifications

• Answers moderately complex questions following guidelines and using judgment based on experience with related incidents and service requests.
• Utilizes problem solving and analytical skills to resolve challenging incidents.
• Escalates complex problems to other resolver teams or vendors.
• Supports L1 agents in ongoing day to day questions related to client incidents, requests and queries.

Responsibilities

• Answers moderately complex questions following guidelines and using judgment based on experience with related incidents and service requests.
• Requests handled include support of hardware, software, client and COTS applications as well as network and user administration.
• Escalates complex problems to other resolver teams or vendors.
• Utilizes problem solving and analytical skills to effectively resolve challenging incidents.
• Supports L1 agents in ongoing day to day questions related to client incidents, requests and queries.

Skills

Moderately complex questions

Problem solving

Analytical skills

Customer support

Escalation handling

Education

High School Diploma or GED

Associate Degree

Technical certification

Job description

• Answers moderately complex questions, following guidelines and using judgment based on experience with related incidents and service requests.
• Requests handled include support of hardware, software, client and COTS applications as well as network and user administration.
• Escalates complex problems to other resolver teams or vendors.
• Utilizes problem solving and analytical skills to effectively resolve challenging incidents.
• Supports L1 agents in ongoing day to day questions related to client incidents, requests and queries.

What Success Looks Like In This Role

• Answers moderately complex questions, following guidelines and using judgment based on experience with related incidents and service requests.
• Requests handled include support of hardware, software, client and COTS applications as well as network and user administration.
• Escalates complex problems to other resolver teams or vendors.
• Utilizes problem solving and analytical skills to effectively resolve challenging incidents.
• Supports L1 agents in ongoing day to day questions related to client incidents, requests and queries.

You will be successful in this role if you have:

High School Diploma or GED required May require technical certification or Associate Degree Generally, 1-2years’ experience in area of responsibility

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 [e-mail] or alternatively Toll Free: 888-560-1782 (Prompt 4). US job seekers can find more information about Unisys’ EEO commitment here.