Teams at Unisys

Provides Level 1 service desk support for hardware, software, COTS applications, networks, and user administration. Resolves moderately complex incidents and requests using established guidelines and judgment, escalates complex issues to resolver teams or vendors, applies analytical problem-solving skills, and supports L1 agents with day-to-day questions.

Install, diagnose, repair, maintain, and support end-user computers, printers, peripherals, smartphones, tablets, and service desk systems. Provide remote and on-site Level 2 and Level 3 assistance, physical infrastructure support, incident and request management, service hub coverage, and user guidance. Collaborate with service partners and maintain professionalism while ensuring customer satisfaction and adherence to service KPIs.

Provides first-line technical support by troubleshooting hardware, software, and connectivity issues through remote access tools. Manages tickets through closure, fulfills software installation and user administration requests, escalates complex issues, updates users, follows service desk and security procedures, maintains knowledge base content, meets SLAs, and assists with special projects.