Service Desk Analyst

About the role Advises and assists users over the telephone, email or chat to resolve incidents related to hardware, software, network connectivity and peripherals. Screens, diagnoses, researches and resolves user issues. Maintains passwords, data integrity and file system security for the desktop environment. Provides onboarding support of new associates, including laptop and/or desktop configuration, system access and security clearances. Documents service requests and dispatches orders to support groups for problem resolution. Provides quick response to ensure maximum uptime of all users and to meet or exceed Service Level Agreements (SLAs). Key Responsibilities Answers moderately complex questions, following guidelines and using judgment based on experience with related incidents and service requests. Requests handled include support of hardware, software, client and COTS applications as well as network and user administration. Escalates complex problems to other resolver teams or vendors. Utilizes problem solving and analytical skills to effectively resolve challenging incidents. About you Minimum 2+ years’ experience in Service Desk, Technical Support, or Help Desk Basic troubleshooting skills (password reset, account unlock, outlook troubleshooting, VPN issues) Knowledge of Active Directory and ticketing tools like ServiceNow Good communication and call handling skills. Retail experience is a plus. About us Unisys is a global information technology company that builds high-performance, security-centric solutions. 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 a positive impact on enhancing the quality of life to help make this world a safer and more secure place to live and work.