Desktop Support Engineer

As a Desktop Support Specialist at UST in Trivandrum, you will be responsible for taking full ownership of user-reported issues and ensuring their resolution within agreed service level agreements (SLAs). Your role will involve efficiently prioritizing and managing multiple active support requests, troubleshooting technical issues by asking relevant questions, and identifying root causes. In case of unresolved or complex problems, you will escalate them to the appropriate internal teams or the Service Manager following standard procedures. Throughout the support lifecycle, you will provide timely and accurate updates to users and follow up post-resolution to confirm that systems are fully functional. Additionally, you will be required to accurately log all support activities and issue details in ServiceNow, install, configure, and troubleshoot software and applications on end-user systems, and perform initial troubleshooting for network and proxy-related issues. It will also be part of your responsibilities to document technical solutions and procedures in knowledge bases or manuals. To be successful in this role, you should possess a Bachelor's degree in Computer Science, Information Technology, or a related field and have a solid understanding of Windows OS, macOS, Office 365, other Microsoft applications, remote desktop support tools, and basic network troubleshooting. Hands-on experience with IT ticketing systems, particularly ServiceNow, is essential, along with strong verbal and written communication skills. Preferred certifications such as CCNA, MCSA, or Microsoft Azure certification would be an added advantage. Your key skills should include desktop support, remote troubleshooting, and network troubleshooting. Join UST, a global digital transformation solutions provider, with a track record of partnering with the world's best companies for over 20 years. UST's mission is to make a real impact through transformation, powered by technology, inspired by people, and led by purpose. 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.,