Service Desk Associate- US Voice Process

UST; Hyderabad; On-site; INR 300,000 - 540,000; Full time

Job summary

UST in Hyderabad is seeking a capable IT helpdesk specialist to handle diverse user queries via phone, email, and chat, recording every issue in the ticketing system and ensuring timely logging.

You will provide first-level support for end users, perform remote desktop assistance, diagnose common hardware/software/network problems, and coordinate with higher-level teams to resolve incidents within SLA.

Qualifications

• Experience in IT service/helpdesk environments.
• Familiarity with cloud technologies and remote support.
• Good understanding of incident management processes.

Responsibilities

• Understand client queries and log every issue in the ticketing tool.
• Provide first-level IT support for end users with SLA adherence.
• Offer remote desktop support and follow SOPs.
• Diagnose hardware/software/network problems via phone/email/chat.
• Route tickets to Level 2/3 support accurately.
• Use Incident Management System to document incidents and resolutions.
• Assign service requests and follow up until closure.
• Educate users with self-help articles and best practices.
• Coordinate with Level 2 during major incidents and provide user updates.
• Keep tickets updated with descriptive progress.

Skills

cloud infrastructure

cloud migration

cloud storage

infrastructure as code

Job description

Role Description

• Ability to understand the client query, respond to telephone calls, email, instant messages, and ensure every issue/request is logged in the Ticketing tool without any lapses.
• Provide first Level for all IT related services to end users, provide Remote desktop support and perform other activities based on SOPs within agreed SLA’s.
• Provide hardware / software / network problem diagnosis / resolution via telephone/email/chat for customer’s end users.
• Route tickets to internal 2nd and 3rd level IT support staff appropriately without any misrouting.
• Use the Incident Management System to document and manage Incidents and work requests and their respective resolutions and circumvention's.
• Assign Service Requests / incidents to appropriate support teams and follow up until closure.
• Respond to, and diagnose, problems through discussions with users, including issue recognition, logs, research, isolation, resolution and follow –up steps.
• Educate Users about Self-help articles, best practices thus creating awareness about IT systems usage.
• Co-ordinate with Level 2 teams during Major incidents and provide updates to Users.
• Ensure the ticket is updated with latest updates in a descriptive manner for future reference.

Role Description

• Ability to understand the client query, respond to telephone calls, email, instant messages, and ensure every issue/request is logged in the Ticketing tool without any lapses.
• Provide first Level for all IT related services to end users, provide Remote desktop support and perform other activities based on SOPs within agreed SLA’s.
• Provide hardware / software / network problem diagnosis / resolution via telephone/email/chat for customer’s end users.
• Route tickets to internal 2nd and 3rd level IT support staff appropriately without any misrouting.
• Use the Incident Management System to document and manage Incidents and work requests and their respective resolutions and circumvention's.
• Assign Service Requests / incidents to appropriate support teams and follow up until closure.
• Respond to, and diagnose, problems through discussions with users, including issue recognition, logs, research, isolation, resolution and follow –up steps.
• Educate Users about Self-help articles, best practices thus creating awareness about IT systems usage.
• Co-ordinate with Level 2 teams during Major incidents and provide updates to Users.
• Ensure the ticket is updated with latest updates in a descriptive manner for future reference.

Skills

• cloud infrastructure
• cloud migration
• cloud storage
• infrastructure as code