Tech Service Desk

Unisys; Pennsylvania; On-site; USD 42,000 - 54,000; Full time

Benefits offered by this job

Unlimited PTO

401(k) match

Comprehensive healthcare

HSA matching

Ongoing learning opportunities

Job summary

Unisys is seeking a Service Desk Analyst in Pennsylvania to deliver first-level support across software, hardware and network issues. You will log incidents, provide timely resolutions, and act as the single point of contact for customers while documenting activities in the ticketing system.

You will work to meet service levels, escalate correctly, and develop multi-skilled capabilities as workloads shift. The role emphasizes customer service, data accuracy, and adherence to Unisys policies,

Qualifications

• High School diploma or relevant certifications.
• 1-2 years of related IT experience.
• IT qualifications to a tertiary level.
• 6 months IT Service Desk experience.
• 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.

Responsibilities

• 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.
• Champion, implement or support change.
• 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)

Skills

First contact resolution

Customer service

Time management

Documentation

Education

High School diploma or relevant certifications

Relevant IT qualifications to a tertiary level

Tools

MS Office

MS Exchange

MS Windows networks

Job description

• 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.
• Champion, implement or support change.
• 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)

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.
• Champion, implement or support change.
• 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 IT Service Desk experience.
• 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!

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.