Service Desk Engineer

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.

• Recruiter screening focus: Prioritize candidates with hands-on Service Desk experience, incident/service request ownership, ticketing tools, ITIL knowledge, SLA-driven support, L2 escalation coordination, and strong end-user communication.

Skills

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

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.