Senior Service Desk Agent

Unisys

. Provide 2nd Level telephone contact support.

Posted 10/14/2026full-timeRemote • United StatesSeniorWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in IT Service Desk operations, including troubleshooting software, hardware, and network issues while achieving performance metrics. Proficient in managing customer interactions and maintaining service level agreements.

Highest-signal resume keywords

IT Service Desk ExperienceTroubleshooting SkillsMS Office SupportITIL Foundations CertificationAnalytical Skills

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

TroubleshootingNetwork OperationsTicket ManagementFirst Contact ResolutionData Validation

Soft Skills

Time ManagementCustomer CommunicationCross-Training

Tools & Technologies

MS WindowsMS ExchangeRemote Tools

Certifications & Qualifications

ITIL Foundations CertificationMicrosoft Desktop Administration Certification

Industry Keywords

Service Level AgreementInformation Technology Service DeliveryChange ManagementProcess Efficiency

About the role

Key responsibilities & impact

Provide 2nd Level telephone contact support.
Respond to and resolve customer requests related to software, hardware, and network operations difficulties.
Remain logged into the call system to receive HHO calls.
Resolve problems with or without remote tools.
Achieve the First Contact Resolution performance metric.
Document calls and cases accurately.
Work within customers' time restraints and keep customers informed of resolution steps.
Follow up Service Centre cases and requests through completion.
Provide clients with problem reference and request numbers.
Record troubleshooting and resolution steps in tickets for the 321 team.
Process tickets on a first-in, first-out basis and call customers daily.
Escalate tickets when on-site support is required.
Resolve a minimum of 12 tickets per day, or 1.5 tickets per hour worked.
Understand client SLA requirements.
Assist with cross-training and communicate quick fixes.
Manage time and workload to meet predetermined service levels.
Maintain Service Centre data accuracy through contact validation.
Understand media sources interfacing with the Service Desk.
Champion, implement, or support change.
Identify process efficiencies and implement corrective actions.
Discover and document processes and procedures for team or Knowledgebase publication.
Provide one knowledge script per week for commonly seen tickets.
Comprehend and uphold Unisys policies and procedures, including time reporting and attendance.

Requirements

What you’ll need

Associate's degree, professional certification(s), or license; 5+ years of related experience.
Education, training and/or relevant experience equivalent to the completion of a relevant certificate course and/or relevant experience in Information Technology service delivery.
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.
Eligibility for any required U.S. Government authorizations related to export-controlled commodities and technology.
Preferred: ITIL Foundations Certification.
Preferred: Microsoft Desktop Administration certification.
Analytical and diagnostic skills.