Service Desk Agent

Unisys; Salt Lake City (UT); Remote; USD 40,000 - 70,000; Full time

Job summary

An established industry player is seeking a dedicated individual to provide exceptional customer service and technical support. In this role, you will be the first point of contact for clients, addressing their software, hardware, and network issues with efficiency and professionalism. The position offers a chance to develop your skills in a dynamic environment, with a focus on maintaining high service levels and data accuracy. Join a forward-thinking company that values work-life balance and invests in your future with a comprehensive benefits package, including unlimited paid time off and ongoing learning opportunities.

Benefits

Unlimited Paid Time Off

401(k) Match

Comprehensive Healthcare

HSA Matching

Ongoing Learning Opportunities

Qualifications

• 1-2 years of related experience in IT service delivery.
• High School diploma or relevant certifications required.

Responsibilities

• Provide 1st Level telephone support and strive for high resolution rates.
• Document calls and incidents accurately and manage workload effectively.

Skills

Customer Service

Incident Management

Problem Resolution

Technical Support

Data Accuracy

Education

High School Diploma

Relevant Certifications

Tools

MS Office

MS Exchange

MS Windows Networks

Job description

locations Salt Lake City, UT, United States of America USA Remote

time type Full time

posted on Posted Yesterday

job requisition id REQ564977

What success looks like in this role:

• 1st Level telephone and other media contact support.

• Strive for a high level of first contact resolution.

• Respond to and resolve customer requests, in relation 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.

• 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 (including time reporting, attendance, etc)

You will be successful in this role if you have:

• Typically requires: High School diploma or relevant certifications.

• 1-2 years of related experience.

• Education, training and/or relevant experience equivalent to the completion of a relevant certificate course and/or relevant experience in Information Technology service delivery Relevant IT qualifications to a tertiary level.

• 6 months previous experience providing Level 3 support for MS Office, MS Exchange and MS windows networks.

• Working knowledge of data and voice network concepts

Benefit Highlights:
Unisys offers an outstanding benefits package, featuring unlimited paid time off, a 401(k) match, comprehensive healthcare, HSA matching, ongoing learning opportunities, and more! We’re committed to supporting work-life balance and investing in your future success.

Video Interview Notice:
At Unisys, we incorporate video interviews as a key part of our hiring process. This allows us to get to know you better and provide a more engaging and convenient interview experience. We appreciate your understanding and look forward to connecting with you virtually!

#LI-JV1

This role may require access to export-controlled commodities and technology. Therefore, to conform to U.S. export control regulations, applicant should be eligible for any required authorizations from the U.S. Government.

Unisys is proud to be an equal opportunity employer that considers all qualified applicants without regard to age, caste, citizenship, color, disability, family medical history, family status, ethnicity, gender, gender expression, gender identity, genetic information, marital status, national origin, parental status, pregnancy, race, religion, sex, sexual orientation, transgender status, veteran status or any other category protected by law.

This commitment includes our efforts to provide for all those who seek to express interest in employment the opportunity to participate without barriers. If you are a US job seeker unable to review the job opportunities herein, or cannot otherwise complete your expression of interest, without additional assistance and would like to discuss a request for reasonable accommodation, please contact our Global Recruiting organization at [e-mail] or alternatively Toll Free: 888-560-1782 (Prompt 4). US job seekers can find more information about Unisys’ EEO commitment here .

locations Salt Lake City, UT, United States of America

locations Salt Lake City, UT, United States of America

locations Salt Lake City, UT, United States of America

time type Full time

posted on Posted Yesterday

About Us

Unisys is a global technology solutions company that powers breakthroughs for the world’s leading organizations. We change how people experience technology and help organizations act upon new opportunities through digital workplace; cloud, applications & infrastructure; enterprise computing; and business process solutions.

Notice For U.S. Applicants:Unisys is an Equal Opportunity Employer – Minorities/Females/ Veterans/Individuals with Disabilities/ Sexual Orientation/Gender Identity