2nd Level IT Service Desk Pro — Fast Resolutions

Unisys Corporation; Hopkins (MN); On-site; USD 45,000 - 65,000; Full time

Benefits offered by this job

401(k) match

Job summary

Unisys Corporation in Hopkins, MN is seeking an IT Service Desk professional to provide 2nd level support for software, hardware and network issues. You will log into the call system, document steps, and ensure timely resolutions while maintaining SLA targets.

The role requires 5+ years in IT service delivery, 12–24 months of IT Service Desk experience, and relevant certifications. Strong diagnostic skills and network knowledge are valued. ITIL and Microsoft certifications are preferred.

Qualifications

• Associate's degree, professional certification(s), or license; 5+ years of related IT service delivery experience.
• IT qualifications at tertiary level or relevant certifications
• 12 months - 2 years IT Service Desk experience
• 2-year experience providing Level 1 support for MS Office, MS Exchange and MS Windows networks
• Working knowledge of data and voice network concepts
• Analytical and diagnostic skills

Responsibilities

• 2nd Level telephone contact support.
• Respond to and resolve customer requests related to software, hardware and network operations difficulties with fast, efficient service.
• Must be logged into the call system to receive HHO's.
• Ability to resolve problems with or without remote tools.
• Consistently achieve First Contact Resolution performance metric.
• Accurately document calls and cases.
• Keep customers aware of resolution steps if tickets need to be dispatched.
• Follow up Service Centre cases to completion.
• Enter all troubleshooting/resolution steps into the ticket for the 321 team to drive tickets to a lower level.
• All tickets are touched on a first-in-first-out basis, with daily customer contact.
• Escalate tickets if on-site support is required.

Job description

Unisys Corporation in Hopkins, MN is seeking an IT Service Desk professional to provide 2nd level support for software, hardware and network issues. You will log into the call system, document steps, and ensure timely resolutions while maintaining SLA targets.

The role requires 5+ years in IT service delivery, 12–24 months of IT Service Desk experience, and relevant certifications. Strong diagnostic skills and network knowledge are valued. ITIL and Microsoft certifications are preferred.