Service Desk Specialist: Incident Resolution & Tech Support

Unisys; Mandaluyong; On-site; PHP 201,000 - 312,000; Full time

Job summary

Unisys is seeking a responsive support professional in the Philippines to handle moderate incidents and service requests for hardware, software, and client applications. You will follow guidelines, use industry judgment, and escalate complex issues to resolver teams or vendors as needed.

The role emphasizes problem-solving, analytical skills, and ongoing support for L1 agents handling client incidents and queries in a fast-paced environment.

Qualifications

• High School Diploma or GED is required.
• Technical certification or an Associate Degree may be required.
• Generally 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.

Education

High School Diploma or GED

Technical certification

Associate Degree

Job description

Unisys is seeking a responsive support professional in the Philippines to handle moderate incidents and service requests for hardware, software, and client applications. You will follow guidelines, use industry judgment, and escalate complex issues to resolver teams or vendors as needed.

The role emphasizes problem-solving, analytical skills, and ongoing support for L1 agents handling client incidents and queries in a fast-paced environment.