Tech Service Desk - First-Line IT Support Pro

Unisys Corporation; United States; On-site; USD 45,000 - 65,000; Full time

Benefits offered by this job

Unlimited PTO

401(k) match

Healthcare

HSA matching

Learning opportunities

Job summary

Unisys Corporation is seeking a Service Desk Analyst to deliver first-contact support for customers, diagnose issues, and document incidents for MS Office, MS Exchange, and Windows networks. You will act as a single point of contact and coordinate with the appropriate support groups to resolve tickets.

You'll manage time to meet service levels, maintain data accuracy in the incident system, and contribute to knowledgebase updates while upholding Unisys policies.

Qualifications

• High School diploma or relevant IT certifications.
• 1-2 years of related IT service delivery experience.
• 6 months IT Service Desk experience and 6 months Level 3 support for MS Office, MS Exchange and MS Windows networks.
• Working knowledge of data and voice network concepts.

Responsibilities

• Provide 1st level telephone and media contact support.
• Aim for a high level of first contact resolution.
• Respond to and resolve customer requests related to software, hardware and network operations.
• Accurately document calls and incidents.
• Manage time and workload to meet service levels.
• Maintain data accuracy in the contact management system.
• Assign incidents to the correct support group and be the single point of contact on incidents.
• Perform diagnostics to initiate problem management workflow.
• Provide clients with a reference number for their incident/request.
• Understand media sources interfacing with the Service Desk.
• Support multiple clients with professional customer service and insight.
• Become multi-skilled as workload changes and champion/process improvements.

Skills

Customer service

IT service desk

Communication

MS Office

MS Exchange

MS Windows networks

Network concepts

Education

High School diploma or equivalent

Relevant IT certifications

Tools

MS Office

MS Exchange

MS Windows networks

Job description

Unisys Corporation is seeking a Service Desk Analyst to deliver first-contact support for customers, diagnose issues, and document incidents for MS Office, MS Exchange, and Windows networks. You will act as a single point of contact and coordinate with the appropriate support groups to resolve tickets.

You'll manage time to meet service levels, maintain data accuracy in the incident system, and contribute to knowledgebase updates while upholding Unisys policies.