Service Desk Analyst (Associate II - Cloud Infrastructure Services)

at  UST Global

SKILLS

Service Desk,Telephony,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

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