We Love AI JobsService Desk Level 2 - ITIL
UnisysThis Level 2 service desk role provides technical support and resolves hardware, software, connectivity, printing, and remote-access issues. It also assists other support agents and communicates resolutions and root causes to users.
Skills & Expertise
Key Responsibilities
Provide Tier 1 and Tier 2 support for user incidents, requests, and queries.
Troubleshoot and resolve hardware, software, network, printing, and remote-access issues.
Identify root causes, communicate resolutions, and escalate complex problems.
Full Description
What success looks like in this role:
• Provides Tier 1 and Tier 2 support.
• Troubleshoots and resolves complex issues including:
o Supporting maintenance of hardware /software, client propriety, COTS and Unisys applications and issues with voice communications and voicemail systems, and
o Assisting with resolution of Issues with network connectivity, printing and remote access to desktop equipment.
• Identifies root causes of problems and takes responsibility for timely solution; escalates unusual or complex problems to higher levels for resolution.
• Communicates problem, resolution and root cause information to users, both technical and non-technical, to help prevent future recurrence.
• Supports L1 and L2 support agents in ongoing day to day questions related to client incidents, requests and queries.
• Utilizes problem solving and analytical skills to effectively resolve challenging incidents.
You will be successful in this role if you have:
Bachelor's Degree or High School Diploma
Generally, 2-3 years’ experience in area of responsibility
Retail experience is a plus
Preferably ITIL Foundation certified
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 GlobalRecruiting@unisys.com or alternatively Toll Free: 888-560-1782 (Prompt 4). US job seekers can find more information about Unisys’ EEO commitment here.