Senior IT Service Desk Lead — Remote

Unisys; Georgia; On-site; USD 45,000 - 60,000; Full time

Job summary

Unisys seeks a Sr Service Desk Agent to deliver 2nd level telephone support for software, hardware, and network issues. You will document incidents, ensure SLA compliance, and escalate when on-site visits are needed.

Strong MS Office/Exchange/Windows knowledge and ITIL certification are preferred. Ideal candidates have 12 months to 2 years IT Service Desk experience, with an associate's degree or equivalent IT certifications.

Qualifications

• 2+ years IT Service Desk experience or 12 months to 2 years IT Service Desk experience.
• Associate's degree or relevant certifications in IT.
• Experience providing Level 1 support for MS Office, MS Exchange and Windows networks.

Responsibilities

• Provide 2nd Level telephone contact support and resolve customer requests.
• Document calls and cases accurately and maintain SLA adherence.
• Escalate tickets when on-site support is required and follow up to completion.
• Communicate resolution steps and provide reference numbers to clients.
• Input troubleshooting steps into tickets for knowledge base reference.

Skills

2nd Level support

MS Office

MS Exchange

MS Windows

Analytical skills

Education

Associate's degree

ITIL Foundations Certification

Microsoft Desktop Administration certification

Tools

MS Office

MS Exchange

MS Windows

Job description

Unisys seeks a Sr Service Desk Agent to deliver 2nd level telephone support for software, hardware, and network issues. You will document incidents, ensure SLA compliance, and escalate when on-site visits are needed.

Strong MS Office/Exchange/Windows knowledge and ITIL certification are preferred. Ideal candidates have 12 months to 2 years IT Service Desk experience, with an associate's degree or equivalent IT certifications.