Service Desk Analyst L2

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

A Service Desk Level 2 professional provides advanced technical support, handling complex issues that go beyond the capabilities of Level 1 support.

Key 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.

About you

• -At least High School Diploma or GED required
• -Generally, 3-4 years’ experience in area of responsibility
• -ITIL certification required

Unlock job insights

Hirer responsiveness Salary match Number of applicants

Information Technology Services 101-1,000 employees

Unisys is a global information technology company that works with many of the world's largest companies and government organizations to solve their most pressing IT and business challenges. Unisys specializes in providing integrated, leading-edge solutions to clients in the government, financial services and commercial markets. With more than 20,000 employees serving clients around the world, Unisys offerings include cloud and infrastructure services, application services, security solutions, and high-end server technology.

To know more about Unisys Culture, Please go to the link below:

https://www.youtube.com/embed/Qp6hQF0M1z8

Unisys is a global information technology company that works with many of the world's largest companies and government organizations to solve their most pressing IT and business challenges. Unisys specializes in providing integrated, leading-edge solutions to clients in the government, financial services and commercial markets. With more than 20,000 employees serving clients around the world, Unisys offerings include cloud and infrastructure services, application services, security solutions, and high-end server technology.

To know more about Unisys Culture, Please go to the link below:

https://www.youtube.com/embed/Qp6hQF0M1z8

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