IT Service Desk Specialist – 1st Line Support

Unisys; United States; Remote; USD 42,000 - 65,000; Full time

Benefits offered by this job

Unlimited PTO

401(k) match

Healthcare coverage

HSA matching

Ongoing learning opportunities

Job summary

Unisys is hiring for a Service Desk role in the United States. The successful candidate will provide 1st level support via phone and other media, aiming for high first-contact resolution while resolving software, hardware, and network issues with fast, courteous service.

You will document calls, manage workload, and escalate correctly to the appropriate team. The role requires 6 months IT Service Desk experience and familiarity with MS Office, MS Exchange, and Windows networks, plus relevant IT

Qualifications

• High School diploma or relevant certifications.
• 1-2 years IT service delivery experience.
• Education, training and/or relevant experience equivalent to completion of a relevant certificate course and/or relevant experience in IT service delivery.
• Relevant IT qualifications to a tertiary level.
• 6 months IT Service Desk experience.
• 6 months previous experience providing Level 3 support for MS Office, MS Exchange and MS Windows networks.

Responsibilities

• 1st Level telephone and other media contact support.
• Strive for a high level of first contact resolution.
• Respond to and resolve customer requests related to software, hardware and network operations difficulties by providing fast, efficient and friendly customer service.
• Accurately document calls and incidents.
• Manage time and workload to meet predetermined service levels.
• Maintain data accuracy in our contact management system.
• Assign incidents and requests to the correct support group.
• Act as a single point of contact on incidents and problems logged.
• Perform appropriate diagnostics to initiate problem management workflow process.
• Provide clients with a reference number for their incident/request.
• Understand various media sources that interface with the Service Desk.
• Support multiple clients through customer service professionalism and insight.
• Become multi-skilled as workload changes occur within the Service Centre.
• Champion, implement or support change.
• Identify process efficiencies within the Service Centre and to take corrective action to implement change.
• Discover and document process and procedures which need to be published to the team or on the Knowledgebase.
• Ability to comprehend and uphold Unisys Policies and Procedures.

Skills

MS Office support

MS Exchange

Windows networks

Customer service

Education

High School diploma

IT qualifications to tertiary level

Relevant IT certificate/experience

Tools

MS Office Suite

MS Exchange

Windows Networking

Job description

Unisys is hiring for a Service Desk role in the United States. The successful candidate will provide 1st level support via phone and other media, aiming for high first-contact resolution while resolving software, hardware, and network issues with fast, courteous service.

You will document calls, manage workload, and escalate correctly to the appropriate team. The role requires 6 months IT Service Desk experience and familiarity with MS Office, MS Exchange, and Windows networks, plus relevant IT