Tech Service Desk Agent

As a Tech Service Desk Agent at Unisys, you will tackle moderately complex inquiries while adhering to provided guidelines. Your responsibilities will include supporting hardware, software, client applications, and user administration tasks. When issues exceed your expertise, you'll escalate them to resolver teams or external vendors. You'll also have the chance to utilize your analytical and problem-solving skills to effectively address challenging incidents, while supporting Level 1 agents with ongoing queries.

To qualify for the Tech Service Desk Agent role at Unisys, candidates should possess a High School Diploma or GED. Technical certification or an Associate Degree may be advantageous. Additionally, relevant experience in the tech support area ranging from 1 to 2 years is generally expected, ensuring you are well-equipped to handle the responsibilities of the position.

Unisys is keen on developing its talent, so new Tech Service Desk Agents can expect comprehensive onboarding training. This training focuses on familiarizing you with internal processes, tools, and systems. Ongoing support and learning opportunities are also available, encouraging you to enhance your skills and effectively tackle various tech challenges.

Unisys places great emphasis on work-life balance for all employees, including Tech Service Desk Agents. With impressive benefits like unlimited paid time off, flexible work schedules, and a commitment to overall employee well-being, you'll find ample opportunity to recharge and maintain a fulfilling life outside of work.

Tech Service Desk Agents at Unisys enjoy a fantastic benefits package that includes unlimited paid time off, 401(k) matching, comprehensive healthcare, HSA matching, and numerous ongoing learning opportunities. The company is committed to investing in your future and ensuring a thriving workplace.

When answering this question, provide specific examples of hardware or software problems you've previously resolved. Detail the process you followed to identify the issue, any tools or resources you utilized, and how you arrived at a successful solution. This showcases your hands-on experience and technical expertise.

In your response, emphasize your organizational skills and time management strategies. Talk about how you assess the urgency and impact of each request and the methods you use to ensure efficient handling of all inquiries, showcasing your ability to manage workload effectively.

Discuss your approach to communicating with users, including listening to their concerns, providing clear explanations, and following up to ensure the issue is resolved to their satisfaction. Highlight examples of how you've gone above and beyond to help users feel supported and valued.

Explain your process for recognizing when to escalate an issue and how you effectively communicate these incidents to the appropriate resolver teams. This demonstrates your awareness of when collaboration is needed, showing that you're responsible and proactive.

Provide a list of relevant tools, software, and ticketing systems you're familiar with, and explain how you've utilized them to manage support requests. This knowledge can set you apart and demonstrate that you're ready to hit the ground running.

Share a specific scenario where you identified a tech issue, analyzed potential solutions, and executed a plan to resolve it. Make sure to outline the steps taken and the outcome, illustrating your critical thinking and resourcefulness.

Discuss your methods for keeping current with technology trends, such as attending webinars, online courses, or following industry publications. Emphasize your commitment to continuous learning and adapting to new developments in the tech world.

Outline your approach to communicating with the client about the delay, explaining what steps you're taking to find a solution and assuring them that their issue is being addressed. This shows your commitment to customer service and strong communication skills.

Share insights into your previous roles within customer support, highlighting aspects such as collaboration with other team members, training experiences, and how you've contributed to creating a positive team environment.

Explain your aspirations within the tech support field, such as gaining expertise in specific areas or seeking advancement opportunities within the company. This gives hiring managers insight into your ambition and dedication to your profession.