IT Service Desk Analyst

2 - 3 Years

1 Opening

Trivandrum

Role description

Key Responsibilities

• Supervise service desk operations during assigned shifts.
• Monitor ticket queues and ensure incidents and requests are resolved within SLA.
• Assign and prioritize tasks among team members.
• Follow ITIL processes and company policies.
• Act as the first point of escalation for technical or process-related issues.
• Conduct effective shift handovers and communicate pending or critical issues.
• Handle customer complaints and escalations promptly and professionally.
• Prepare shift performance reports and track ticket status.
• Identify recurring issues and recommend process improvements.
• Support onboarding and training of new team members.
• Assist with inbound customer calls during peak hours to maintain service levels.

Required Qualifications

• Proven experience in an IT Service Desk or similar support role.
• Strong communication and problem-solving skills.
• Familiarity with ITIL framework and ticketing systems (e.g., ServiceNow).
• Ability to work under pressure and make quick decisions.
• Diploma or Bachelor’s degree in IT or a related field.
• ITIL Foundation certification preferred.
• Willingness to work rotational shifts in a 24x7 environment.

Technical Skills

• Troubleshooting experience in Windows, macOS, and Linux environments.
• Knowledge of Active Directory, user account management, and password resets.
• Basic networking knowledge (TCP/IP, DNS, DHCP).
• Experience with remote support tools (e.g., RDP, TeamViewer).
• Familiarity with Microsoft 365 and common enterprise applications.

Skills

Service desk, Ticketing systems, Servicenow, Active Directory, Networking, Windows, Troubleshooting

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.