Service Desk Analyst at Unisys - Mandaluyong City

Are you a tech-savvy problem solver with a passion for helping others? Unisys is seeking a Service Desk Analyst to join our team in Mandaluyong City, Philippines. In this role, you will be the first point of contact for our clients, providing technical support and resolving their IT-related issues. If you have a strong customer service orientation, excellent troubleshooting skills, and a desire to learn and grow, we encourage you to apply!

Role Overview

As a Service Desk Analyst, you will be responsible for:

• Answering moderately complex questions, following established guidelines.
• Providing support for hardware, software, client and COTS applications.
• Assisting with network and user administration tasks.
• Escalating complex problems to other resolver teams or vendors.
• Utilizing problem-solving and analytical skills to resolve challenging incidents.
• Supporting colleagues with client incidents, requests, and queries.

A Day in the Life of a Service Desk Analyst

Here's a glimpse into a typical day:

1. Start your day by checking the incident queue and prioritizing tasks.
2. Answer incoming calls and respond to emails from clients seeking technical assistance.
3. Troubleshoot hardware and software issues, using your knowledge and available resources.
4. Assist users with client and COTS applications, providing guidance and resolving problems.
5. Escalate complex issues to specialized resolver teams for further investigation.
6. Document all support activities and solutions in the ticketing system.
7. Collaborate with team members to share knowledge and improve support processes.
8. Stay up-to-date on the latest technologies and industry trends.

Why Mandaluyong City?

Mandaluyong City is a vibrant and dynamic urban center located in the heart of Metro Manila. It offers a diverse range of opportunities and attractions, including:

• A thriving business district with numerous multinational companies.
• A wide selection of shopping malls, restaurants, and entertainment venues.
• A convenient location with easy access to other parts of Metro Manila.
• A relatively lower cost of living compared to other major cities.
• A friendly and welcoming community.

Career Path

Unisys is committed to providing its employees with opportunities for career growth and development. As a Service Desk Analyst, you can advance your career by:

• Developing your technical skills and expertise.
• Obtaining industry certifications, such as ITIL.
• Taking on more complex and challenging support tasks.
• Mentoring and training other team members.
• Moving into specialized roles, such as network administrator or systems engineer.
• Pursuing leadership positions within the service desk or IT department.

Salary and Benefits

Unisys offers a competitive salary and benefits package, including:

• Competitive salary commensurate with experience and qualifications.
• Comprehensive health insurance plan.
• Paid time off.
• Retirement savings plan with employer matching contributions.
• Life insurance and disability coverage.
• Employee assistance program (EAP).
• Opportunities for professional development and training.
• Tuition reimbursement program.
• Employee discount programs.
• Recognition programs.

Unisys Culture

At Unisys, we foster a culture of:

• Innovation: We encourage our employees to think outside the box and develop innovative solutions.
• Collaboration: We believe in working together to achieve common goals.
• Customer focus: We are committed to providing our clients with exceptional service.
• Integrity: We conduct our business with the highest ethical standards.
• Diversity and Inclusion: We value diversity and create an inclusive environment for all employees.

How to Apply

If you are interested in joining our team as a Service Desk Analyst, please submit your application online through the Unisys careers website. Be sure to include your resume and a cover letter highlighting your qualifications and experience.

Frequently Asked Questions (FAQ)

1. What are the key responsibilities of a Service Desk Analyst?

   The key responsibilities include answering technical questions, troubleshooting hardware and software issues, assisting with network and user administration, and escalating complex problems.

2. What qualifications are required for this role?

   A high school diploma or GED is required, and technical certification or an associate degree may be preferred. A minimum of 2 years of relevant experience and ITIL certification are also required.

3. What skills are essential for success in this role?

   Essential skills include problem-solving, analytical skills, communication skills, customer service skills, and technical expertise.

4. What is the career path for a Service Desk Analyst at Unisys?

   You can advance your career by developing your technical skills, obtaining certifications, taking on more complex tasks, and moving into specialized roles or leadership positions.

5. What is the salary range for this position?

   The salary range is competitive and commensurate with experience and qualifications. (Estimated Range: $25,000 - $45,000 USD annually equivalent in PHP).

6. What benefits does Unisys offer?

   Unisys offers a comprehensive benefits package, including health insurance, paid time off, retirement savings plan, and employee assistance program.

7. What is the work environment like at Unisys?

   Unisys fosters a culture of innovation, collaboration, customer focus, and integrity.

8. Is there an opportunity for professional development at Unisys?

   Yes, Unisys provides opportunities for professional development and training to enhance your skills.

9. What is the dress code for a Service Desk Analyst?

   The dress code is typically business casual.

10. Who do I contact if I have further questions about the role?

    You can contact the Unisys Global Recruiting organization at GlobalRecruiting@unisys.com or Toll Free: 888-560-1782 (Prompt 4).

If you are a motivated and skilled IT professional seeking a rewarding career opportunity, we encourage you to apply for the Service Desk Analyst position at Unisys in Mandaluyong City. Join our team and make a difference in the lives of our clients!