It Helpdesk Engineer

3 weeks ago

Thiruvananthapuram Kerala Kochi Kerala, India UST Full time

Position IT Helpdesk Engineer Location Trivandrum Kochi Experience 2 to 3 Years Shift Rotational shifts including weekends as per published roster Employment Type Full-Time Language Fluent in English written spoken Role Overview We are seeking a dedicated and proactive IT Helpdesk Engineer to join our support team The role involves providing first-line technical support to UST associates primarily over phone email chat and web console You will be part of a global team supporting IT systems and services ensuring issues are resolved efficiently while maintaining high customer satisfaction This position is ideal for someone with strong troubleshooting skills excellent communication and a professional customer-focused mindset Key Responsibilities Provide technical support to end users via telephone email chat and web console Deliver outstanding customer service and set clear expectations aligned with service-level agreements SLAs Log track and manage all support tickets to meet Target Response and Resolution Times Work in rotational shifts including weekends as per the published roster Take ownership of customer issues ensuring end-to-end resolution and escalating when necessary Meet or exceed performance metrics related to responsiveness and resolution Demonstrate proficiency in Microsoft Office Suite Word Excel Project Stay updated with current technologies and pursue continuing education relevant to the role Skills Attributes Strong knowledge of Internet technologies common application protocols and connectivity troubleshooting Excellent customer service and communication skills Hands-on experience with Windows operating systems Knowledge of UNIX Linux systems is a plus Familiarity with ServiceNow or other ticketing systems Ability to prioritize tasks handle workloads efficiently and work well under pressure Flexible self-motivated and detail-oriented with strong organizational skills A proactive attitude initiative-driven and capable of working independently Strong sense of ownership and responsibility for assigned tasks Clear methodical and precise approach to issue resolution and documentation Candidate Profile We re looking for someone who is Friendly professional and dependable Willing to learn and grow within the role Committed to delivering exceptional support service Able to thrive in a fast-paced team-oriented environment Skills Service Desk Technical Skill Customer Interaction About Company 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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