Service Desk Engineer

UST; Thiruvananthapuram; On-site; INR 350,000 - 550,000; Full time

Job summary

UST is seeking a Service Desk Engineer to provide end-to-end technical support and ensure a positive end-user experience. You will manage incidents and service requests from initial contact through resolution while adhering to SOPs, SLAs, and KPIs.

You will log, own, troubleshoot, and coordinate with L2 teams across phone, email, chat, and web channels, while contributing to knowledge management and service improvements. Experience in IT support is essential.

Qualifications

• Experience in a Service Desk / IT Support environment with incident ownership
• Ability to troubleshoot and resolve user issues using knowledge bases and resources
• Experience coordinating with L2 teams and other support groups
• Familiarity with SOPs, SLAs and KPIs and focus on customer satisfaction

Responsibilities

• Log and manage incidents and service requests using the designated ticketing tool
• Own incidents from initial contact through resolution and closure across multiple channels
• Troubleshoot issues using knowledge base and resources
• Coordinate with L2 teams and other support groups for timely resolution
• Escalate unresolved incidents per documented procedures and escalation paths
• Create and update Knowledge Base articles when gaps are found
• Provide best-effort support for unsupported software, services, and hardware
• Ensure compliance with SOPs, SLAs, and KPIs
• Identify recurring issues and share findings during reviews
• Provide priority support to VIP users
• Identify opportunities to enhance Service Desk capabilities
• Contribute to continuous service improvement and knowledge management
• Maintain focus on customer satisfaction and end-user experience

Skills

ITIL

Incident Management

Service Request Management

Service Level Management

Ticketing / Service Management Systems

Customer & End-User Support

Knowledge Management

Incident Escalation & Coordination

Troubleshooting & Problem Resolution

SLA & KPI Adherence

Strong Communication Skills

Job description

Role Description

Role Overview

We are looking for a Service Desk Engineer to provide end-to-end technical support and ensure a positive end-user experience. The role will be responsible for managing incidents and service requests from initial contact through resolution and closure, while adhering to defined SOPs, SLAs, and KPIs.

Key Responsibilities

• Log and manage incidents and service requests using the customer-designated Service Management/Ticketing tool.
• Own incidents and service requests from initial user contact through resolution and closure across phone, email, chat, and web channels.
• Troubleshoot and resolve user issues using the Customer Knowledge Base and available support resources.
• Coordinate with L2 teams and other support groups for timely resolution of issues requiring further technical assistance.
• Escalate unresolved incidents according to documented procedures and escalation paths.
• Create and update Knowledge Base articles when documentation gaps are identified.
• Provide best-effort support for unsupported software, services, and hardware using available resources and defined escalation channels.
• Ensure compliance with customer-defined SOPs, SLAs, and KPIs.
• Identify recurring or trending issues and communicate them during customer review meetings.
• Provide priority and expedited support to VIP users.
• Identify opportunities to enhance Service Desk capabilities and improve overall service delivery.
• Contribute to continuous service improvement and knowledge management initiatives.
• Maintain a strong focus on customer satisfaction and a positive end-user experience.

Key Skills

• ITIL
• Incident Management
• Service Request Management
• Service Level Management
• Ticketing / Service Management Systems
• Customer & End-User Support
• Knowledge Management
• Incident Escalation & Coordination
• Troubleshooting and Problem Resolution
• SLA & KPI Adherence
• Strong Communication Skills

Ideal Candidate

The ideal candidate should have experience in a Service Desk / IT Support environment, with strong incident ownership, troubleshooting, customer-service, and coordination skills. The candidate should be comfortable working with multiple support teams and handling issues within defined service levels.

Service Desk, ITIL, Incident Management, Service Level Management, Ticketing Systems, Customer Support, Knowledge Management