What success looks like in this role:
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.
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 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
Unisys L1 IT support Specialist Team is for you if you would like to:
- join an award-winning service desk team recognized for delivering excellent customer support
- be part of a passionate team focused on customer solutions, collaboration, and continuous improvement
- experience a truly diverse and international working environment
- be a trusted team member with the support of experienced leaders and colleagues
- work in an ethical and inclusive company culture where you can be yourself
- build your career through our internal development and growth opportunities
- work with a wide range of technologies and customers, giving you the opportunity to continuously learn and develop new skills
- have access to online learning platforms to strengthen your technical and professional capabilities
- contribute ideas, share knowledge, and help shape better ways of working
- leverage modern technologies, including AI-powered tools and knowledge platforms, to work smarter and deliver an outstanding customer experience
What do we offer?
- 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
- Last and foremost, a great team, as well as a lot of learning and training opportunities
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 GlobalRecruiting@unisys.com or alternatively Toll Free: 888-560-1782 (Prompt 4). US job seekers can find more information about Unisys’ EEO commitment here.
