Service Desk Analyst Team Lead

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

Job summary

Unisys in the Philippines is seeking a dedicated support professional to troubleshoot and resolve complex hardware/software issues across client propriety, COTS, and Unisys applications, including voice and voicemail systems.

The role involves identifying root causes, communicating resolutions to both technical and non-technical users, and supporting L1/L2 agents with daily client incidents and queries. Strong problem-solving and analytical skills are essential.

Responsibilities

• Troubleshoots and resolves complex hardware/software issues, client propriety, COTS, Unisys apps, and voice/voicemail systems.
• Identifies root causes and ensures timely resolution; escalates unusual/complex problems for resolution.
• Communicates problem, resolution and root cause to users (technical and non-technical) to prevent recurrence.
• Supports L1 and L2 agents with day-to-day questions related to client incidents, requests and queries.
• Uses problem-solving and analytical skills to resolve challenging incidents.

Job description

Key Responsibilities

• Troubleshoots and resolves complex issues including o Supporting maintenance of hardware /software, client propriety, COTS and Unisys applications and issues with voice communications and voicemail systems, and o 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 L1 and L2 support agents in ongoing day to day questions related to client incidents, requests and queries.
• Utilizes problem solving and analytical skills to effectively resolve challenging incidents.