Service Desk Analyst (Associate II - Cloud Infrastructure Services) at UST Global
Leeds, England, United Kingdom -
Full Time


Start Date

Immediate

Expiry Date

15 Jun, 25

Salary

0.0

Posted On

15 Mar, 25

Experience

0 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

No

Skills

Troubleshooting

Industry

Information Technology/IT

Description

SKILLS

Service Desk,Troubleshooting,Problem Solving

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

Responsibilities

ROLE:

  • Service Desk Engineer will be the Single Point of Contacts for all IT related issues for end users whose key responsibilities include..
  • Ability to understand the client query, Responds 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
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