We Believe in Better!
We are a global information technology company that builds high-performance, security-centric solutions that can help change the world. Enhancing people’s lives through secure, reliable advanced technology is our vision.
At Unisys, we believe in better! Here, you have the opportunity to learn new skills, apply your expertise, and solve complex problems with cutting edge technologies and solutions. You are part of a global diverse team that supports you, drives change, and delivers successful results consistently.
Our associates are at the forefront of everything we do, driving our clients’ successes while giving back to communities and making this world a safer and more secure place to live and work. Our success is a direct result of the work of our people who live and breathe our Core Beliefs. Simply put, we believe in better lives. Join us!
Learn more about Unisys and our key solution offerings: Unisys, Stealth, CloudForte®, InteliServe
What success looks like in this role:
IT ServiceDesk Specialist – Job Description
The IT ServiceDesk Specialist will be supporting the Securitas Americas (including North & South America & Canada) users and responsible for troubleshooting and resolving various computer, network and technical problems at various offices or worksites via telephone, email remote connections or in person. The IT Specialist will also be responsible for PC hardware and software installations, PC imaging & setup, answering and resolving Technical issues, data backup and restoration on PC, coordination with L2/ L3 operations, including User access provisioning and Active Directory administration as needed. This role also will be responsible for VIP support and responding and updating Incidents while working on the issues within SLA.
General tasks and responsibilities will include:
Monitor workloads to ensure Tickets are properly documented, and open issues are resolved properly in a timely manner and delays/updates are posted back to users Identify newer ways to solve issues and provide updates to knowledgebase, and frequently asked question resources Afterhours support POC for IT ServiceDesk Staff (work as oncall resource on rotation as needed) Performs other service desk related duties as assigned by IT Operations Leadership when necessary An attitude to quickly adapt and adopt to organizational changes and support scope changes Responds, reviews, prioritizes and processes Service Desk tickets. Strong understanding of PC hardware and software. Troubleshooting hardware failures. Experience installing and troubleshooting Office 365 suite of applications. In depth knowledge of Windows 7 and Windows 10 OS and troubleshooting update related issues Experience with standard applications such as Mcafee, Visio and Adobe. Experience with Data Encryption technologies. Experience with general networking concepts. VPN, Active Directory. Install and maintain computer software, Push S/w installs via SCCM Imaging Laptops and Desktops with distribution points or via USB Understanding of Mobile device configurations and applications. Working on requests for User access provisioning and active directory administration Must be able to properly communicate and document incident resolutions within tickets and maintain written documentation. Excellent customer service and communication skills both in person and over the phone. Assist in developing and maintaining operational support processes and procedures. Cross training L1 teams and also taking training from L3
You will be successful in this role if you have: