Role description
We are seeking a customer-focused and technically proficient Service Desk Analyst to provide first-level IT support to global users. The ideal candidate will handle support requests via phone, email, chat, and ticketing systems, ensuring timely resolution of issues while maintaining high levels of customer satisfaction. Strong communication skills, troubleshooting abilities, and a proactive approach to problem-solving are essential for this role.
- Provide first-line technical support via phone, email, chat, and web-based support tools.
- Log, track, update, and resolve incidents and service requests using ServiceNow.
- Troubleshoot issues related to Windows operating systems, applications, network connectivity, and user access.
- Meet agreed service levels (SLA) for response and resolution times.
- Take ownership of customer issues and drive them to resolution.
- Escalate complex issues to appropriate support teams when required.
- Deliver exceptional customer service and maintain professional communication with end users.
- Work in rotational shifts and provide support in a global environment.
- Create and maintain accurate documentation of incidents and resolutions.
- IT Service Desk / Helpdesk Support
- ServiceNow Ticketing Tool
- Windows Operating Systems Support
- Microsoft Office Suite (Word, Excel, Outlook)
- Incident Management
- Remote Troubleshooting
- Customer Support & User Management
- Excellent Verbal and Written English Communication
- Email, Phone & Chat Support
- Basic Networking Concepts (TCP/IP, DNS, DHCP)
- Active Directory User Administration
- Password Reset & Account Management
- Knowledge of VPN and Remote Access Support
- Basic UNIX/Linux Knowledge
- ITIL Fundamentals
- Graduate degree or equivalent experience.
- Minimum 1 year of experience in an IT Support, Service Desk, Helpdesk, or Customer Support environment.
- Strong customer service orientation and problem-solving skills.
- Excellent Communication Skills
- Customer-Centric Approach
- Attention to Detail
- Team Collaboration
- Quick Learning Ability
- Responsibility & Ownership
- Professional Attitude
- Ability to Work Under Pressure
Service Desk, Helpdesk, IT Support, Technical Support, L1 Support, Windows Support, ServiceNow, Incident Management, End User Support, Desktop Support, Active Directory, Customer Support, Global Service Desk, IT Helpdesk Engineer
- Service Desk / Helpdesk Support Experience
- Excellent English Communication
- Incident & Ticket Management
- Customer Service Experience
- Rotational Shift Flexibility
Skills
Incident Management, Customer Support, Production Support, ServiceNow, Microsoft Office, Windows
About UST
UST is a global digital transformation solutions provider. For more than 20 years, UST has worked side by side with the world’s best companies to make a real impact through transformation. Powered by technology, inspired by people and led by purpose, UST partners with their clients from design to operation. With deep domain expertise and a future-proof philosophy, UST embeds innovation and agility into their clients’ organizations. With over 30,000 employees in 30 countries, UST builds for boundless impact—touching billions of lives in the process.
