Service Desk Assistant (all genders)

at  Unisys

WHAT SUCCESS LOOKS LIKE IN THIS ROLE:

• Pickup incoming technical support calls or tickets for resolution from the ticket tracking System;
• Assign technical support issues that cannot be addressed by the Service Desk to the appropriate technician;
• Troubleshoot and resolve end-user hardware, operating system, and software related problems;
• Troubleshoot and resolve end-user mobile telephony problems;
• Troubleshoot and resolve basic network and server access problems for end users;
• Provide technical conference and meeting room support;
• Prepare/replace IT hardware equipment and install software;
• Support service management KPI reporting;
• Support and perform IT inventory management activities.
• Answers moderately complex questions, following guidelines and using judgment based on experience with related incidents and service requests.
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• Requests handled include support of hardware, software, client and COTS applications as well as network and user administration.

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• Escalates complex problems to other resolver teams or vendors.

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• Utilizes problem solving and analytical skills to effectively resolve challenging incidents.

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• Supports L1 agents in ongoing day to day questions related to client incidents, requests and queries.

YOU WILL BE SUCCESSFUL IN THIS ROLE IF YOU HAVE:

• Knowledge of IT Service Management (ITIL foundation);
• Technical knowledge of PC, laptop, printer and server hardware as well as mobile devices;
• Knowledge of operating systems (Microsoft/IOS);
• Advanced knowledge of MS Office applications & communication tools;
• Knowledge of multimedia and conference/meeting room systems and equipment;
• Experience using ServiceNow or equivalent ticketing solution.
• Minimum 2 years of professional experience in IT service delivery
• Language requirements: English at level C1 or equivalent Preferable with German at level B2 or equivalent
  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, 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 GlobalRecruiting@unisys.com or alternatively Toll Free: 888-560-1782 (Prompt 4). US job seekers can find more information about Unisys’ EEO commitment here