What are the responsibilities and job description for the Service Desk Engineer position at Unily?
About Unily
Unily partners with the world’s largest and most complex enterprises to power Organizational Velocity through digital Employee Experience transformation. Iconic brands, including Estée Lauder Companies, CVS Health, and British Airways, use Unily’s market-leading Employee Experience platform to improve productivity, streamline communication, and foster a highly connected workplace.
Unily is the only triple leader recognized by all three of the major analysts. Unily is recognized as a Leader in the 2024 Gartner® Magic Quadrant™ for Intranet Packaged Solutions, the 2024 Forrester Wave™: Intranet Platforms, and the IDC MarketScape: Worldwide Experience-Centric Intelligent Digital Workspaces 2024. With these accolades, we continue to grow and expand our employee community with people who are passionate about joining us on this exciting journey.
Job Purpose
As we continue to expand our market share in the rapidly emerging Employee Experience platform category, we are looking for a Service Desk Engineer. As a Unily Service Desk team member, you’ll be the frontline for customer inquiries, technical issues, and escalations—ensuring fast, professional, and outstanding service. Your day-to-day will involve troubleshooting our enterprise-level cloud application, resolving cases efficiently, and collaborating across teams when needed.
Main Responsibilities
- Manage support cases end-to-end—ensuring accurate logging, timely resolution, thorough follow-up, and clear communication throughout the process.
- Efficiently resolve issues by utilizing comprehensive documentation and established processes.
- Route complex cases to the right internal teams with clear context.
- Keep clients and internal stakeholders updated with timely, clear status reports.
- Spot opportunities to boost client satisfaction, streamline processes, and enhance efficiency.
- Deliver exceptional service in every interaction.
Requirements
- Proven customer service experience.
- Experience with a major platform for ticketing and support (FreshService, Zendesk, ServiceNow, etc.)
- Recent experience of working in a software support/Service Desk role.
- Working knowledge of cloud-based infrastructure and an understanding of supporting technologies including SQL & Azure advantageous.
- Familiar with Incident, problem and change management.
- Excellent written and verbal communication skills.
Why Work for Unily?
In addition to a generous base salary and commission plan, here are somethings we think you will love:
Our awesome team culture. We are focused on achieving results as a team and having fun whilst we do it. You won’t find a friendlier or more dedicated bunch of people.
Our industry leading product. We are very proud of our ever-evolving product, naturally we use (and love) it internally and provide the tools and resources for you (and our clients) to become a Unily expert.
The flexibility that we offer. We don’t just mean working from home occasionally. We operate on a hybrid basis, and also recognize that life happens during the 9-5.30 and encourage a sustainable work/life balance.
Our bright and modern office spaces. When you need to be in the office we want it to be like being at home. We have a well-stocked kitchen, ample parking and the option to bring your dog to work.
We offer a fantastic suite of benefits: 23 vacation days plus an extra paid day off to enjoy your birthday, 10 sick days and 1 annual volunteer day. We offer medical, dental and vision coverage at $0 payroll cost at the employee-only coverage level and cover 50% for all other level. 1x your annual salary in Life and AD&D coverage at no cost to you. 5% match on your 401(k) and no vesting schedule after your first 90 days.
Our commitment to sustainability and giving back to the community. We know working for an organisation that takes its environmental & social impact seriously is important, and we are proud to offer 1 fully paid volunteering day per year, an employee matching charity donation scheme and options to lease an Electric Vehicle through our salary sacrifice scheme.
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