Technical Service Desk Agent

Unisys; Pennsylvania; On-site; USD 55,000 - 75,000; Full time

Benefits offered by this job

Unlimited paid time off

401(k) match

Comprehensive healthcare

Ongoing learning opportunities

Job summary

Unisys is looking for a customer service representative in Pennsylvania to resolve customer requests related to software, hardware, and network operations. The ideal candidate will have at least 5 years' IT service experience and strong problem-solving skills.

The role offers an engaging work environment with unlimited paid time off, 401(k) matching, and comprehensive healthcare benefits. Unisys is committed to supporting work-life balance and your future success.

Qualifications

• 5+ years of related experience in Information Technology service delivery.
• 12 months to 2 years of IT Service Desk experience.
• Capability to comply with U.S. export control regulations.

Responsibilities

• Respond to and resolve customer requests efficiently.
• Accurately document calls and cases.
• Resolve a minimum of 12 tickets per day.

Skills

Customer service

Problem resolution

Analytical skills

ITIL Foundations Certification

Microsoft Desktop Administration

Education

Associate's degree or professional certification

5+ years of related experience

Relevant IT qualifications at tertiary level

Job description

Key Responsibilities

• Respond to and resolve customer requests, in relation to software, hardware and network operations difficulties by providing fast, efficient and friendly customer service.
• Must be logged into the call system so that HHO’s can be received
• Ability to resolve problems with or without remote tools
• Consistently achieve First Contact Resolution performance metric
• Accurately document calls and cases
• Aware of customer’s time restraints and work within those time limits
• Keep customer aware of resolution steps – if ticket needs to be dispatched
• Follow up Service Centre cases and requests to completion
• Provide clients with problem reference numbers and request numbers
• Enter all troubleshooting/resolution steps into the ticket – this information will be used for the 321 team to drive tickets to a lower level
• All tickets are to be touched on a “first in first out basis”, calling the customer on a daily basis
• Escalate tickets as needed if on-site support is required
• Resolve a minimum of 12 tickets per day (1.5 tickets per hour worked)
• Understanding of SLA requirements for the client
• Assist in cross training and communicate quick fixes
• Manage time and workload to meet predetermined service levels
• Maintain data accuracy in Service Centre through contact validation
• Understand the various media sources that interface with the Service Desk
• 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
• Provide 1 knowledge script per week on commonly seen tickets
• Ability to comprehend and uphold Unisys Policies and Procedures (including time reporting, attendance, etc.)

Qualifications

• Associate's degree, professional certification(s), or license; 5+ 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.
• 12 months - 2 years IT Service Desk experience.
• 2-year previous experience providing Level 1 support for MS Office, MS Exchange and MS windows networks.
• Working knowledge of data and voice network concepts.
• Capability to comply with U.S. export control regulations (eligible for required authorizations).
• ITIL Foundations Certification (preferred).
• Microsoft Desktop Administration certification (preferred).
• Analytical and diagnostic skills.

Benefits

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.

Equal Opportunity Employment

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.