IT Helpdesk Support Engineer

3 weeks ago

Thiruvananthapuram, India UST Full time

2 - 3 Years

1 Opening

Trivandrum

Role description
Key Responsibilities
  • Handle customer interactions via telephone, email, chat, and web console.
  • Deliver excellent customer service and set clear expectations based on agreed processes.
  • Manage and resolve all tickets within target response and resolution times.
  • Work on rotational shifts and demonstrate flexibility.
  • Take ownership of customer issues and drive them to resolution, escalating when necessary.
  • Meet or exceed performance metrics for the position.
  • Demonstrate strong proficiency in Microsoft Office Suite (Word, Excel, Project).
  • Engage in continuous learning to stay updated on relevant technologies.
Skills and Attributes
  • Exceptional customer service and communication skills (verbal and written).
  • Strong problem-solving ability with a proactive and flexible attitude.
  • Highly organized, detail-oriented, and self-motivated.
  • Ability to prioritize tasks and manage workload efficiently.
  • Knowledge of the Internet, common applications, and connectivity protocols.
  • Experience with Windows OS (knowledge of UNIX is an advantage).
  • Familiarity with ServiceNow platform.
  • Fluent in English (both written and spoken).
Qualifications and Experience
  • Graduate-level education or equivalent experience (IT-related degree preferred but not mandatory).
  • Minimum 1 year of experience in a support environment or customer-facing role.
Skills

It Helpdesk,ITIL,Ticketing

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.

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