Service Desk Analyst L2 - ITIL

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...