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About the Role
Service Desk Analyst L2 - ITIL
Unisys Manila, National Capital Region, Philippines
What Success Looks Like In This Role
- Provides Tier 2 support.
- Troubleshoots and resolves complex issues including supporting maintenance of hardware/software, client proprietary, COTS and Unisys applications, voice communications, and voicemail systems.
- Assists with resolution of issues with network connectivity, printing, and remote access to desktop equipment.
- Identifies root causes of problems and takes responsibility for timely solution; escalates unusual or complex problems to higher levels for resolution.
- Communicates problem, resolution and root cause information to users, both technical and non-technical, to help prevent future recurrence.
- Supports L1 and L2 support agents in ongoing day-to-day questions related to client incidents, requests and queries.
- Utilizes problem solving and analytical skil...
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