Service Desk Specialist: Incident Resolution & Escalations

Unisys; Manila; On-site; PHP 180,000 - 260,000; Full time

Job summary

Unisys is seeking an entry-level support professional in Manila to handle moderately complex inquiries and incidents. The role involves assisting with hardware, software, client and COTS applications, plus network and user administration.

You will escalate complex issues to specialist teams and aid L1 staff with daily queries. Candidates typically have a high school diploma or GED, may require technical certification or an associate degree, and possess roughly 1–2 years of relevant experience.

Qualifications

• High School Diploma or GED required.
• Technical certification or associate degree may be required.
• 1–2 years experience in the area of responsibility.

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

L1 Support

Customer Support

Incident Resolution

Education

High School Diploma or GED

Job description

Unisys is seeking an entry-level support professional in Manila to handle moderately complex inquiries and incidents. The role involves assisting with hardware, software, client and COTS applications, plus network and user administration.

You will escalate complex issues to specialist teams and aid L1 staff with daily queries. Candidates typically have a high school diploma or GED, may require technical certification or an associate degree, and possess roughly 1–2 years of relevant experience.