About the role
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.
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 2 years of experience in a service desk role or other similar technical role.
- Language proficiency in English and German C1 level or equivalent is a must.
- 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
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
What do we offer?
- Hybrid working is supported
- Monthly gross 44.200 HUF cafeteria - regardless of your weekly working hours
- Fixed extra language allowance
- Private Health Insurance - Premium Package provided for all Unisys associates after 6-months tenure
- Home office allowance
- Last and foremost, a great team, also a lot of learning and training opportunities
Job Types: Full-time, Permanent
Work Location: Hybrid remote in Budapest XI. kerület
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