Senior Service Desk Engineer (ServiceNow & Incident Management)

UST; Bengaluru; On-site; INR 900,000 - 1,500,000; Full time

Job summary

UST is seeking a seasoned Service Desk Analyst in Bengaluru to own end-to-end ticket handling for infrastructure and applications. The role requires strong expertise in ServiceNow, incident management, and multi-channel support with strict adherence to SLA/KPI commitments.

You will log, triage, and resolve incidents, perform first-call resolutions where possible, and escalate with full diagnostic details while maintaining ownership until closure.

Qualifications

• Experience in a global IT Service Desk or End User Support environment.
• ITIL Foundation Certification is preferred.
• Microsoft 365 Fundamentals is preferred.

Responsibilities

• Provide L1 / L1.5 Service Desk support via phone, email, chat and walk-up channels.
• Log, track, update, and manage incidents and requests using ServiceNow.
• Perform Incident Management with first-call resolution wherever possible.
• Troubleshoot Windows, Network, and Business Application issues at first level.
• Escalate unresolved incidents with complete diagnostics and own resolution until closure.
• Deliver customer support with timely updates and effective communication.

Skills

Service Desk

ServiceNow

Incident Management

Windows Support

Network Support

Customer Support

Active Directory

Microsoft 365

Remote Support

ITIL

SLA / KPI

Knowledge Management

Job description

Job Summary

We are seeking a Service Desk Analyst with strong experience in Service Desk operations, ServiceNow, and Incident Management to serve as the single point of contact for infrastructure and application-related incidents and service requests. The role is responsible for providing end-to-end ownership of ticket logging, triage, resolution, escalation, and reporting while delivering excellent customer support through multiple channels and ensuring adherence to SLA / KPI commitments.

Role Description

We are seeking a Service Desk Analyst with strong experience in Service Desk operations, ServiceNow, and Incident Management to serve as the single point of contact for infrastructure and application-related incidents and service requests. The role is responsible for providing end-to-end ownership of ticket logging, triage, resolution, escalation, and reporting while delivering excellent customer support through multiple channels and ensuring adherence to SLA / KPI commitments.

Key Responsibilities

• Provide L1 / L1.5 Service Desk support through phone, email, chat, and walk-up channels.
• Log, track, update, and manage incidents and service requests using ServiceNow.
• Perform Incident Management activities, including first-call resolution wherever possible.
• Troubleshoot and resolve Windows Support, Network Support, and Business Application issues at the first level.
• Escalate unresolved incidents to appropriate support teams with complete diagnostic information and maintain ownership until closure.
• Deliver Customer Support with timely updates, effective communication, and resolution confirmation.
• Handle VIP user requests with priority support and proactive communication.
• Support account activation, suspension, termination activities, and password reset requests.
• Provide Basic support for Active Directory user administration activities.
• Support Microsoft 365 applications and related end-user issues.
• Utilize Remote Support tools to diagnose and resolve user-reported problems.
• Contribute to Knowledge Management activities by creating, updating, and maintaining support documentation and knowledge articles.
• Monitor compliance with SLA / KPI targets and support reporting activities.
• Participate in continual service improvement initiatives and identify opportunities for knowledge-base and self-service enhancements.

Required Skills

Proficient

• Service Desk
• ServiceNow
• Incident Management

Intermediate

• Windows Support
• Network Support
• Customer Support

Basic

• Active Directory
• Microsoft 365
• Remote Support

Knowledge

• ITIL
• SLA / KPI
• Knowledge Management

Experience

• 9 to 11 years of experience in a global IT Service Desk or End User Support environment.

Certifications

• ITIL Foundation Certification (preferred)
• Microsoft 365 Fundamentals (preferred)

Skills

Service Desk, Customer Support, Incident Management