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Unisys

Senior Service Desk Agent

Unisys

Service Desk Agent providing 2nd Level support handling customer requests and IT operational difficulties. Requires technical knowledge and at least 5 years' experience in IT service delivery.

Posted 7/21/2026full-timeRemote • 🇺🇸 United StatesSeniorWebsite

Core Competencies

Role fit
Core Competencies

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Demonstrates strong problem-solving abilities and customer service skills in IT service delivery, with a focus on achieving performance metrics and maintaining data accuracy. Proficient in managing time and workload to meet service level agreements while effectively communicating with clients.

Highest-signal resume keywords
IT Service Desk ExperienceFirst Contact ResolutionAnalytical SkillsITIL Foundations CertificationMicrosoft Desktop Administration Certification

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills
TroubleshootingProblem ResolutionData Network ConceptsVoice Network ConceptsDocumentation Skills
Soft Skills
Customer ServiceTime ManagementCommunication SkillsTeam Collaboration
Tools & Technologies
Call SystemService CentreKnowledgebase
Certifications & Qualifications
ITIL Foundations CertificationMicrosoft Desktop Administration Certification
Industry Keywords
SLA RequirementsLevel 1 SupportMS OfficeMS ExchangeMS Windows Networks

About the role

Key responsibilities & impact
  • 2nd Level telephone contact support.
  • 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.)

Requirements

What you’ll need
  • 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
  • ITIL Foundations Certification (preferred)
  • Microsoft Desktop Administration certification (preferred)
  • Analytical and diagnostic skills

Benefits

Comp & perks
  • N/A 📊 Check your resume score for this job Improve your chances of getting an interview by checking your resume score before you apply. Check Resume Score