What success looks like in this role:
Service Desk Level 1 Agent serves as the first point of contact on behave of the biggest QSR (Quick Service Restaurant) World wide for all end users seeking technical assistance through phone, web, chat, or email channels. This role is responsible for providing high-quality customer service, accurate issue logging, initial diagnosis, and efficient resolution of incidents and service requests. The Level 1 Agent ensures timely ticket handling, documentation, and escalation when necessary, and contributes to continuous improvement through knowledge sharing and proactive user guidance.
Key Responsibilities
- Responsibilities:Incident and Service Request Management
- Log and raise tickets for incidents and service requests received through various contact channels (phone, web, chat, email).
- Manage and resolve auto-generated tickets, ensuring end-to-end accountability and closure.
- Strive for First Contact Resolution (FCR) by leveraging knowledge bases and troubleshooting resources.
- Escalate unresolved issues to Level 1.5 or Level 2 support or additional resolver groups with all relevant diagnostic information.
- Assign incidents requiring on-site intervention to Field Support (Level 1.5) for validation.
- Conduct follow-up activities to confirm resolution and customer satisfaction before ticket closure.
- Achieve defined Service Level Agreements (SLAs), Key Performance Indicators (KPIs), and quality standards.
- Customer Support & Communication
- Serve as the single point of contact (SPOC) for end users throughout the incident lifecycle.
- Provide courteous, efficient, and effective technical support for software, hardware, and network-related issues.
- Deliver clear communication regarding ticket progress, estimated resolution times, and next steps.
You will be successful in this role if you have:
- Minimum 1-2 years of experience in a service desk role or other similar technical role.
- Proficient in fundamental IT troubleshooting for software, hardware, OS (Windows, Windows Server) and network environments
- Understanding the QSR (quick service restaurant) environment and POS/KDS systems is an advantage.
- Strong customer service orientation and communication skills.
- Ability to multitask and manage workload in a fast-paced environment.
- Detail-oriented with excellent documentation and follow-up abilities.
- Collaborative mindset with a focus on knowledge sharing and continuous improvement.
- Critical thinking: diagnostic reasoning and identifying connections
- Language proficiency: English and German at C1 level or equivalent.
Unisys Customer Service Team is for you, if you would like to:
- experience real customer and employee diversity
- be a trusted team member and have a supportive supervisor
- work in an ethical company culture where you can be yourself
- be part of our internal career development programs -we are working with a very large number of technologies, which gives you continuous opportunities to find your own path
- have unlimited access to our online training tool to improve your soft skills and technical capabilities
Why Unisys?
- The training phase requires onsite attendance during the day. Upon completion of the training, work will be performed remotely in the evenings/nights.
- The individual counts at Unisys - be a trusted team member and have supportive supervisors
- Inclusion & Ethics - Work in an ethical company culture where you can be yourself
- Be part of our internal career development programs (variety of technologies, continuous personal career growth)
- Unisys university - unlimited access to our online training tool to improve your soft skills and technical capabilities
- First class 15 week Onsite onboarding & training including travels to Budapest (2x 2 weeks Unisys Training Lab) and Munich (1 week – client training) - all business travels paid by Unisys
- Life insurance – 200% of salary covered
- Private health insurance - comprehensive outpatient cover (with option to cover partner/family at own cost)
- Sports Card – can be used for gym memberships among other health and wellness offerings
- PPK - 1,5% sponsorship, starting after 3 month probation period
- Paid holidays (< 10 years of employment service: 20, >10 years of employment service: 26 days)
- Work schedule: 4 work days per week (between 7.45pm to 6am)
- Surplus payments for non-standard shifts (weekend, night, holidays)
- Competitive salary on monthly gross 8.000-10.000 PLN and company bonus within an unlimited work contract
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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.
