Technical Service Desk Agent

🔥 58 minutes ago

🇺🇸 United States – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

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Unisys

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 1980

🤖 Artificial Intelligence

🔒 Cybersecurity

💰 Post-IPO Debt on 2020-10

Artificial Intelligence • Cybersecurity • Logistics Optimization

Unisys is a global technology solutions company that specializes in providing digital workplace solutions, cloud and applications services, enterprise computing, logistics optimization, and consulting. Leveraging artificial intelligence, Unisys accelerates productivity and drives innovation by offering cutting-edge solutions that enhance the efficiency of businesses and public services. The company collaborates with leading organizations worldwide to create tailored AI models and digital experiences that secure and improve business processes, ultimately realizing the full potential of AI. Unisys also plays a key role in logistics optimization using quantum computing and data analytics to enhance capacity utilization and route planning. Emphasizing cybersecurity and compliance, Unisys ensures a secure business environment for its clients.

📋 Description

• 2nd Level telephone contact support • Respond to and resolve customer requests related to software, hardware and network operations difficulties • Accurately document calls and cases • Keep customer aware of resolution steps • 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 • Escalate tickets as needed if on-site support is required • Resolve a minimum of 12 tickets per day • Assist in cross training and communicate quick fixes • Identify process efficiencies within the Service Centre and take corrective action to implement change

🎯 Requirements

• Associate's degree, professional certification(s), or license; 5+ years of related experience • 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

• unlimited paid time off • 401(k) match • comprehensive healthcare • HSA matching • ongoing learning opportunities