What success looks like in this role:
Service Desk Level 1 Agent serves as the first point of contact on behave of the biggest QSR (Quick Service Restaurant) World wide for all end users seeking technical assistance through phone, web, chat, or email channels. This role is responsible for providing high-quality customer service, accurate issue logging, initial diagnosis, and efficient resolution of incidents and service requests. The Level 1 Agent ensures timely ticket handling, documentation, and escalation when necessary, and contributes to continuous improvement through knowledge sharing and proactive user guidance.
Responsibilities:
Incident and Service Request Management
- Log and raise tickets for incidents and service requests received through various contact channels (phone, web, chat, email).
- Manage and resolve auto-generated tickets, ensuring end-to-end accountability and closure.
- Strive for First Contact Resolution (FCR) by leveraging knowledge bases and troubleshooting resources.
- Escalate unresolved issues to Level 1.5 or Level 2 support or additional resolver groups with all relevant diagnostic information.
- Assign incidents requiring on-site intervention to Field Support (Level 1.5) for validation.
- Conduct follow-up activities to confirm resolution and customer satisfaction before ticket closure.
- Achieve defined Service Level Agreements (SLAs), Key Performance Indicators (KPIs), and quality standards.
Customer Support & Communication
- Serve as the single point of contact (SPOC) for end users throughout the incident lifecycle.
- Provide courteous, efficient, and effective technical support for software, hardware, and network-related issues.
- Deliver clear communication regarding ticket progress, estimated resolution times, and next steps.
You will be successful in this role if you have:
- Minimum 2 years of experience in a service desk role or other similar technical role.
- Language proficiency in English and German C1 level or equivalent is a must.
- Proficient in fundamental IT troubleshooting for software, hardware, OS (Windows, Windows Server) and network environments
- Understanding the QSR (quick service restaurant) environment and POS/KDS systems is an advantage.
- Strong customer service orientation and communication skills.
- Ability to multitask and manage workload in a fast-paced environment.
- Detail-oriented with excellent documentation and follow-up abilities.
- Collaborative mindset with a focus on knowledge sharing and continuous improvement.
- Critical thinking: diagnostic reasoning and identifying connections
Unisys Customer Service Team is for you, if you would like to:
- experience real customer and employee diversity
- be a trusted team member and have a supportive supervisor
- work in an ethical company culture where you can be yourself
- be part of our internal career development programs -we are working with a very large number of technologies, which gives you continuous opportunities to find your own path
- have unlimited access to our online training tool to improve your soft skills and technical capabilities
What do we offer?
- Hybrid working is supported
- Monthly gross 44.200 HUF cafeteria - regardless of your weekly working hours
- Fixed extra language allowance
- Private Health Insurance - Premium Package provided for all Unisys associates after 6-months tenure
- Home office allowance
- Last and foremost, a great team, also a lot of learning and training opportunities
#LI-AK1
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 [email protected] or alternatively Toll Free: 888-560-1782 (Prompt 4). US job seekers can find more information about Unisys’ EEO commitment here.
Skills Required
- Minimum 2 years of experience in a service desk role or similar technical role
- Language proficiency in English and German C1 level or equivalent
- Proficient in fundamental IT troubleshooting for software, hardware, OS (Windows, Windows Server)
- Understanding of QSR environment and POS/KDS systems
- Strong customer service orientation and communication skills
Unisys Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Unisys and has not been reviewed or approved by Unisys.
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Fair & Transparent Compensation — Fair & Transparent Compensation: Compensation terms at hire are often presented clearly and upfront, creating a straightforward “take it or leave it” expectation. Pay outcomes are also described as variable by role and geography, with some pockets viewed as satisfactory or above average.
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Retirement Support — Retirement Support: A 401(k) plan with an employer match is commonly described as part of the core package. The match is often characterized as a meaningful component of total rewards relative to other benefits.
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Healthcare Strength — Healthcare Strength: Core medical, dental, and vision coverage is described as available and broadly in line with a large IT-services employer. The underlying carrier network is sometimes viewed as solid even when cost concerns exist.
Unisys Insights
What We Do
Unisys is a global information technology company that builds high-performance, security-centric solutions for the most demanding businesses and governments on Earth. Unisys offerings include security software and services; digital transformation and workplace services; industry applications and services; and innovative software operating environments for high-intensity enterprise computing. We build better outcomes securely for our clients across the Government, Financial Services and Commercial
