Senior IT Service Desk Agent — 2nd Level Support & FCR

Unisys; Georgia; On-site; USD 55,000 - 75,000; Full time

Job summary

Unisys is seeking an IT Service Desk professional to provide 2nd Level telephone support for software, hardware and network issues. You will document all steps, resolve requests promptly, and escalate when needed to ensure complete and timely resolution.

The role emphasizes adherence to SLAs, daily ticket updates, and cross-training to improve service efficiency. Strong communication and problem-solving skills are essential.

Qualifications

• Minimum 12 months IT service desk experience preferred.
• Experience providing Level 1 support for MS Office, MS Exchange and MS Windows networks.
• Strong understanding of data and voice network concepts is a plus.

Responsibilities

• 2nd Level telephone contact support.
• Respond to and resolve customer requests related to software, hardware and network operations.
• Accurately document calls and cases in the ticketing system.
• Escalate tickets when on-site support is required and manage follow-ups to completion.
• Maintain SLA awareness and ensure timely resolution.

Skills

Analytical and diagnostic skills

Time management

Education

Associate's degree or equivalent

Tools

MS Office

MS Exchange

MS Windows networks

Job description

Unisys is seeking an IT Service Desk professional to provide 2nd Level telephone support for software, hardware and network issues. You will document all steps, resolve requests promptly, and escalate when needed to ensure complete and timely resolution.

The role emphasizes adherence to SLAs, daily ticket updates, and cross-training to improve service efficiency. Strong communication and problem-solving skills are essential.