Job Description

What success looks like in this role:

Service Desk Level 1 Agent serves as the first point of contact on behalf of the biggest QSR (Quick Service Restaurant) worldwide 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.

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 year of experience in a service desk role or other similar technical role

• Language proficiency in English and Dutch (advanced/ close to native) 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

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 6 months of tenure

• Home office allowance

• Last and foremost, a great team, as well as a lot of learning and training opportunities

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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