Service Desk Engineer

UST; Thiruvananthapuram; On-site; INR 350,000 - 600,000; Full time

Job summary

UST in India is seeking a Service Desk Engineer/Analyst to provide Level 1 technical support via phone, chat, email, and web tickets. The role involves logging and prioritizing incidents, resolving common issues, and acting as the primary contact for end users with timely status updates.

The candidate will work with ITSM platforms (ServiceNow/Remedy or similar), manage user access, and ensure adherence to SLAs while contributing to knowledge base improvements and security policies.

Qualifications

• Experience in IT service desk or support environments.
• Knowledge of ITIL framework (preferred).
• Experience with ITSM tools and incident management.

Responsibilities

• Provide Level 1 technical support through phone, chat, email, and web tickets.
• Log, categorize, prioritize, and assign incidents and service requests using ITSM tools.
• Troubleshoot and resolve common end-user issues.
• Escalate unresolved incidents to appropriate support teams.
• Act as the single point of contact for end users and customers.
• Communicate status updates and major incident notifications to stakeholders.
• Maintain accurate ticket documentation and follow SLA requirements.
• Contribute to knowledge base creation and process improvements.
• Ensure compliance with organizational policies and confidentiality requirements.

Skills

Good customer service

Strong communication

Analytical and problem-solving

Self-learning and proactive attitude

Ability to work under pressure

Tools

Windows 10 / Windows support

macOS support

Microsoft 365 / Exchange Online

Citrix

VPN and Remote Access tools

Active Directory User Administration

Mobility support

ServiceNow

Remedy

Software installation and troubleshooting

User Access Management

Job description

Role Description

IT Service Desk – Job Description Role: Service Desk Engineer / Service Desk Analyst

Key Responsibilities

• Provide Level 1 technical support through phone, chat, email, and web tickets.
• Log, categorize, prioritize, and assign incidents and service requests using ITSM tools.
• Troubleshoot and resolve common end-user issues.
• Escalate unresolved incidents to appropriate support teams.
• Act as the single point of contact for end users and customers.
• Communicate status updates and major incident notifications to stakeholders.
• Maintain accurate ticket documentation and follow SLA requirements.
• Contribute to knowledge base creation and process improvements.
• Ensure compliance with organizational policies and confidentiality requirements.

Required Skills

• Good customer service skills (Voice, Chat, Web Tickets).
• Strong communication and interpersonal skills.
• Understanding of Incident Management and Service Request Management.
• Analytical and problem-solving skills.
• Ability to work under pressure and meet deadlines.
• Self-learning and proactive attitude.

Technical Skills

• Windows 10 / Windows support.
• macOS support.
• Microsoft 365 / Exchange Online.
• Citrix.
• VPN and Remote Access tools.
• Active Directory User Administration.
• Mobility support.
• ServiceNow, Remedy, or similar ITSM platforms.
• Software installation and troubleshooting.
• User Access Management and basic system administration.

Preferred Qualifications

• ITIL Certification (preferred).
• Knowledge of the ITIL framework.
• Experience in Service Desk Operations.

Skills

• ITIL
• Incident Management
• Active Directory
• Microsoft 365
• Customer Support
• ServiceNow
• Windows
• VPN
• Citrix