German-speaking Service Desk Team Coordinator

What success looks like in this role:

• Support the Supervisor by highlighting risks, customer issues, and operational challenges
• Monitor call/ticket quality, analyze performance, and identify training needs
• Provide coaching, mentoring, and day-to-day guidance to Service Desk agents
• Handle escalations and provide advanced technical and procedural support
• Monitor queues and SLAs, ensuring timely resolution of tickets and service requests
• Contribute to process improvements, knowledge base updates, and quality initiatives
• Support troubleshooting, ticket handling, and ensure proper documentation
• Collaborate with teams and participate in internal and client-facing meetings

You will be successful in this role if you have:

• Experience as a Senior Service Desk Agent or similar role
• Strong English and German communication skills arerequired
• Knowledge of Avaya systems and ticketing/logging tools
• Basic ITIL knowledge (certification preferred)
• Good understanding of MS Office, especially Excel

Personal Attributes:

• Customer-focused with a proactive, solution-oriented mindset
• Strong coordination and multitasking abilities
• Comfortable working in a fast-paced, changing environment
• Good stress management and resilience
• Strong analytical, communication, and coaching skills
• Team-oriented with the ability to work independently

Why Unisys?

• Hybrid working possibilities within real & practiced customer-centricity as well as employee diversity
• 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
• Industry leading 15 week onboarding & training including travels to Budapest (2x 2 weeks Unisys Training Lab) and Munich (1 week - client training (potentially non-mandatory))
• 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)
• Surplus payments for non-standard shifts (weekend, night, holidays)
• Competitive salary 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 [email protected] or alternatively Toll Free: 888-560-1782 (Prompt 4). US job seekers can find more information about Unisys' EEO commitment here.