IT Service Desk Specialist — First-Line Tech Support

Unisys Corporation; Philadelphia (Philadelphia County); On-site; USD 42,000 - 62,000; Full time

Benefits offered by this job

Unlimited PTO

401(k) match

Healthcare

HSA matching

Learning opportunities

Job summary

Unisys Corporation is seeking a Service Desk professional in the United States to provide 1st level contact support and resolve customer requests related to software, hardware, and network operations.

You will document calls, manage workload to meet service levels, and serve as a single point of contact for incidents while continuously improving service processes and knowledge management.

Qualifications

• 1-2 years related IT service delivery experience.
• 6 months IT Service Desk experience.
• 6 months experience providing Level 3 support for MS Office, MS Exchange and MS Windows networks.
• Working knowledge of data and voice network concepts.
• Relevant IT qualifications to a tertiary level.

Responsibilities

• Provide 1st level telephone and media contact support and respond to customer requests.
• Accurately document calls and incidents in the system.
• Manage time/workload to meet service levels and maintain data accuracy.
• Assign incidents to the correct support group and act as the single point of contact on incidents and problems.
• Perform diagnostics to initiate the problem management workflow and provide clients with a reference number.
• Champion and implement process improvements within the Service Centre.

Education

High School diploma

Tools

MS Office

MS Exchange

MS Windows networks

Job description

Unisys Corporation is seeking a Service Desk professional in the United States to provide 1st level contact support and resolve customer requests related to software, hardware, and network operations.

You will document calls, manage workload to meet service levels, and serve as a single point of contact for incidents while continuously improving service processes and knowledge management.