Service Desk Analyst

Hammerjack Pty Ltd; Philippines; On-site; PHP 240,000 - 360,000; Full time

Job summary

Unisys is seeking a capable IT Help Desk professional to troubleshoot and resolve complex hardware/software issues across client environments, including Unisys applications and voice systems. You will also handle network, printing, and remote access problems while identifying root causes for timely solutions.

The role requires a High School diploma or GED and 3–4 years in the field, plus ITIL certification. Equal opportunity employment and accessibility support are highlighted in the posting.

Qualifications

• High School diploma or GED required.
• 3–4 years of experience in the area of responsibility.
• ITIL certification required.

Responsibilities

• Troubleshoots and resolves hardware/software issues including client propriety, COTS and Unisys apps and voice systems.
• Assists with resolution of issues with network connectivity, printing and remote access to desktop equipment.
• Identifies root causes and escalates unusual or complex problems for resolution.
• Communicates problem, resolution and root-cause information to users (technical and non-technical).
• Supports day-to-day questions related to client incidents, requests and queries.
• Uses problem solving and analytical skills to resolve challenging incidents.

Skills

Troubleshooting

Root cause analysis

Technical communication

Hardware troubleshooting

Education

High School diploma or GED

Tools

Unisys applications

Voice/voicemail systems

Remote desktop access

Job description

What Success Looks Like In This Role

• Troubleshoots and resolves complex issues including:
  • Supporting maintenance of hardware /software, client propriety, COTS and Unisys applications and issues with voice communications and voicemail systems, and
  • Assisting with resolution of Issues with network connectivity, printing and remote access to desktop equipment.

• Identifies root causes of problems and takes responsibility for timely solution; escalates unusual or complex problems to higher levels for resolution.
• Communicates problem, resolution and root cause information to users, both technical and non-technical, to help prevent future recurrence.
• Supports ongoing day to day questions related to client incidents, requests and queries.
• Utilizes problem solving and analytical skills to effectively resolve challenging incidents.

You will be successful in this role if you have:

At least High School Diploma or GED required

Generally, 3-4 years experience in area of responsibility

ITIL certification required

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