Senior IT Service Desk Specialist

Unisys; United States; Remote; USD 45,000 - 75,000; Full time

Job summary

Unisys in the United States seeks a Service Desk professional to deliver 2nd level telephone support for software, hardware and network issues with fast, friendly service and high First Contact Resolution.

You will document calls, manage tickets, meet SLA requirements, and escalate when needed. A 1–2 year IT service desk background and proficiency with MS Office, MS Exchange, and Windows networks are preferred; ITIL certification is a plus.

Qualifications

• Associate's degree or equivalent in information technology or IT service delivery.
• Itil Foundations Certification preferred.
• 12 months to 2 years IT Service Desk experience.
• Experience providing Level 1 support for MS Office, MS Exchange and Windows networks.

Responsibilities

• Provide 2nd level telephone contact support and resolve requests quickly.
• Document calls and cases accurately, update tickets, and escalate when needed.
• Maintain SLA awareness and meet service level targets.
• Enter troubleshooting steps into tickets to help the 321 team.
• Follow up Center cases to completion and communicate resolution steps.
• Touch all tickets on a FIFO basis and maintain data accuracy.

Skills

2nd level support

First Contact Resolution

Analytical and diagnostic skills

MS Office support

MS Exchange support

MS Windows networks

Data and voice network concepts

Education

Associate's degree

ITIL Foundations Certification

Microsoft Desktop Administration certification

Job description

Unisys in the United States seeks a Service Desk professional to deliver 2nd level telephone support for software, hardware and network issues with fast, friendly service and high First Contact Resolution.

You will document calls, manage tickets, meet SLA requirements, and escalate when needed. A 1–2 year IT service desk background and proficiency with MS Office, MS Exchange, and Windows networks are preferred; ITIL certification is a plus.