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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Onsite IT Service Desk Support - **Company:** Unisys - **Location:** Los Angeles, CA, United States - **Experience:** Experienced - **Contract:** Permanent contract - **Skills:** Microsoft Windows, Microsoft Desktop Optimization Pack, Microsoft Exchange Server, Microsoft Office, Networking Basics, Computer Network Operations, Information Technology - **Published:** September 5, 2026 - **Apply:** https://jobs.localjobnetwork.com/apply/add/62647478/1 ## About the Role * Education, training and/or relevant experience equivalent to the completion of a relevant certificate course and/or relevant experience in Information Technology service delivery Relevant IT qualifications to a tertiary level * 12 months - 2 years IT Service Desk experience * 2-year previous experience providing Level 1 support for MS Office, MS Exchange and MS windows networks * Working knowledge of data and voice network concepts * Preferred: * ITIL Foundations Certification * Microsoft Desktop Administration certification * Analytical and diagnostic skills ## Description * Respond to and resolve customer requests, in relation to software, hardware and network operations difficulties by providing fast, efficient and friendly customer service. * Must be logged into the call system so that HHO's can be received * Ability to resolve problems with or without remote tools * Consistently achieve First Contact Resolution performance metric * Accurately document calls and cases * Aware of customer's time restraints and work within those time limits * Keep customer aware of resolution steps - if ticket needs to be dispatched * Follow up Service Centre cases and requests to completion * Provide clients with problem reference numbers and request numbers * Enter all troubleshooting/resolution steps into the ticket - this information will be used for the 321 team to drive tickets to a lower level * All tickets are to be touched on a "first in first out basis", calling the customer on a daily basis * Escalate tickets as needed if on-site support is required * Resolve a minimum of 12 tickets per day (1.5 tickets per hour worked) * Understanding of SLA requirements for the client * Assist in cross training and communicate quick fixes * Manage time and workload to meet predetermined service levels * Maintain data accuracy in Service Centre through contact validation * Understand the various media sources that interface with the Service Desk * Champion, implement or support change * Identify process efficiencies within the Service Centre and to take corrective action to implement change * Discover and document process and procedures which need to be published to the team or on the Knowledgebase * Provide 1 knowledge script per week on commonly seen tickets * Ability to comprehend and uphold Unisys Policies and Procedures (including time reporting, attendance, etc.) ## Related Videos - [What makes Cybersecurity different for critical infrastructure?](https://www.wearedevelopers.com/videos/571-what-makes-cybersecurity-different-for-critical-infrastructure) - [Fake or News: Translating Dog Barks, Notepad Gets an Upgrade and Michelin-Star Robots - Paul Tregoing](https://www.wearedevelopers.com/videos/1802-fake-or-news-translating-dog-barks-notepad-gets-an-upgrade-and-michelin-star-robots-paul-tregoing) - [Uncertainty Estimation of Neural Networks](https://www.wearedevelopers.com/videos/227-uncertainty-estimation-of-neural-networks) - [How Lufthansa Industry Solutions is preparing for the Quantum Age! ](https://www.wearedevelopers.com/videos/1443-how-lufthansa-industry-solutions-is-preparing-for-the-quantum-age) - [Your Infrastructure Is Not a Playground: AI Agents for Infra Done Right](https://www.wearedevelopers.com/videos/2084-your-infrastructure-is-not-a-playground-ai-agents-for-infra-done-right) - [WeAreDevelopers LIVE - Smoover - Who's Best at DevRel?](https://www.wearedevelopers.com/videos/1901-wearedevelopers-live-smoover-who-s-best-at-devrel) ## Related Articles - [How should you format your IT resume?](https://www.wearedevelopers.com/magazine/68-how-should-you-format-your-it-resume) - [IT Salaries in UK](https://www.wearedevelopers.com/magazine/288-it-salaries-in-uk) - [The Most Popular IT Jobs on the Market](https://www.wearedevelopers.com/magazine/376-the-most-popular-it-jobs-on-the-market) - [Best Companies to work for in London: Top 25 Companies in 2023](https://www.wearedevelopers.com/magazine/187-best-companies-to-work-for-in-london-top-25-companies-in-2023) - [Finding IT & Technology English-speaking Jobs in Germany ](https://www.wearedevelopers.com/magazine/446-finding-it-technology-english-speaking-jobs-in-germany) - [Best Coding Boot Camps in Germany](https://www.wearedevelopers.com/magazine/237-best-coding-boot-camps-in-germany)