What success looks like in this role:

2nd Level telephone contact support 

Respond to and resolve customer requests, in relation to software, hardware and network operations difficulties by providing fast, efficient and friendly customer service. 

Accurately document calls and cases 

Keep customer aware of resolution steps – if ticket needs to be dispatched

Understanding of SLA requirements for the client & Aware of customer’s time restraints and work within those time limits,

Escalate tickets as needed if on-site support is required 

Resolve a minimum of 12 tickets per day (1.5 tickets per hour worked) 

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

Coach and mentor L1 agents

Provide regular trainings to L1 agents

Prepare and attend client resolver calls with SD leads

You will be successful in this role if you have:

Native/close to native language skills in Dutch (support language)

Fluent English language skills

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 

At least 1 year previous IT Service Desk experience for MS Office, MS Exchange and MS windows networks or ongoing studies in Computer Science or related fields

Working knowledge of data and voice network concepts

Preferred: 

ITIL Foundations Certification 

Microsoft Desktop Administration certification 

Analytical and diagnostic skill

What do we offer?

Hybrid working is supported

Monthly gross 44.200 HUF cafeteria - regardless of your weekly working hours

Fixed extra language allowance

Additional shift bonuses

Private Health Insurance - Premium Package provided for all Unisys associates after 1-year tenure 

Home office allowance

Last and foremost, a great team, also a lot of learning and training opportunities

#LI-KM1

Unisys is proud to be an equal opportunity employer that considers all qualified applicants without regard to age, caste, citizenship, color, disability, family medical history, family status, ethnicity, gender, gender expression, gender identity, genetic information, marital status, national origin, parental status, pregnancy, race, religion, sex, sexual orientation, transgender status, veteran status or any other category protected by law.

This commitment includes our efforts to provide for all those who seek to express interest in employment the opportunity to participate without barriers. If you are a US job seeker unable to review the job opportunities herein, or cannot otherwise complete your expression of interest, without additional assistance and would like to discuss a request for reasonable accommodation, please contact our Global Recruiting organization at GlobalRecruiting@unisys.com or alternatively Toll Free: 888-560-1782 (Prompt 4).  US job seekers can find more information about Unisys’  EEO commitment here.