[Hiring] L1 Service Desk Support Agent @Unisys

Role Description

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.

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.

Qualifications

• Minimum 2 years of experience in a service desk role or other similar technical role.
• Language proficiency in English and Dutch at the C1 level or equivalent is a must.
• Proficient in IT troubleshooting across software, hardware, Windows operating systems, Microsoft 365, and network environments.
• Experience working with ticketing tools such as ServiceNow or similar ITSM platforms.
• 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 problem-solving skills.
• Ownership mindset with a commitment to delivering a positive end-user experience.

Benefits

• Full-remote 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 of tenure.
• Home office allowance.
• A great team, as well as a lot of learning and training opportunities.