Jobs

Interviews
Job Alerts
Tools

Upskill and Grow with AI

Mock Interview Practice interviews in realistic simulations

Coding Practice Improve your coding skills with challenges

Certification Earn certifications to validate your skills

AI Learning Get trained with AI expert sessions

Career Path AI insights for smarter career decisions

AI Job Match Score AI-Powered Job Match Against Your Resume and Optimize Your Resume

Career Tools and Resources

Resume Builder Build Professional Resume with Ease

ATS Friendliness Check Check Resume Friendliness for Applicant Tracking Systems

Auto Apply Apply to hundreds of jobs on any platform effortlessly

Co-Pilot (Chrome Extension) Your AI Assistant for Seamless Browsing Efficiency

Interview Questions Streamline interviews with ready-to-use questions

Salaries Discover market-driven salary insights across skillsets and geographies

Companies Explore leading companies actively hiring talent
For Employers

Home
>
Jobs in kochi
>
UST
>
Service Desk - Associate

Service Desk - Associate

UST

1 - 5 years

0 Lacs

kochi kerala

Posted:1 month ago| Platform: Shine logo

Apply

Skills Required

service desk active directory itil

Work Mode

On-site

Job Type

Full Time

Job Description

As a Support Engineer, your role involves resolving incidents and service requests within agreed Service Level Agreements (SLAs). You will collaborate with internal teams, customers, and vendors to ensure timely issue resolution and effective service delivery. Following ITIL best practices, adhering to organizational processes, and engaging in proactive initiatives to enhance service quality are key aspects of your responsibilities. - Resolve L1 incidents and service requests within agreed SLAs. - Understand priority and severity of issues based on ITIL practices and customer agreements. - Analyze repetitive issues to identify high-ticket-generating Configuration Items (CIs). - Follow runbook troubleshooting steps and contribute to runbook updates for continuous improvement. - Escalate unresolved tickets within the organization or to customer peers as per SLA guidelines. - Ensure timely follow-up on tickets, managing ticket backlogs, and ensuring resolutions within agreed timelines. - Collaborate with different delivery towers to resolve tickets within SLA. - Document and share learnings for self-reference and knowledge sharing. - Install and configure software, tools, and patches as required for the smooth running of customer environments. - Follow and adhere to organizational and customer-defined processes. - Complete all mandatory training requirements on time and provide on-the-job training and mentorship for new team members. - Regularly update FAST Goals in NorthStar, set personal performance goals, and provide constructive feedback for mentees" development. Required Skills and Knowledge: - Technical Skills: Understanding of customer infrastructure, ability to use ITIL practices, and familiarity with troubleshooting steps. - Communication Skills: Strong communication skills for leading calls and collaborating effectively. - Collaboration & Stakeholder Management: Ability to work across teams, drive timely resolutions, and share knowledge. - Problem Solving: Analytical mindset for resolving incidents and providing solutions within SLA. - Customer Focus: Strong focus on meeting customer needs and delivering high-quality service. Desired Qualifications: - Basic understanding of ITIL practices and frameworks. - Prior experience in L1 or similar technical support roles. - Familiarity with ticketing tools and service management platforms. Additional Requirements: - Ability to adapt to a fast-paced work environment and meet deadlines. - Willingness to participate in continuous learning and skill development.,

More Jobs at UST

Architect II - Technical SAP ABAP

Bengaluru

12 - 15 yrs

INR 0 - 0 Lacs

Lead I - SAP FICO with PS (Project Systems) and RAR

Bengaluru

5 - 7 yrs

INR 0 - 0 Lacs

Lead II - SAP ABAP

Bengaluru

7 - 9 yrs

INR 0 - 0 Lacs

Procurement

Bengaluru, Karnataka

Experience: Not specified

Salary: Not disclosed

Manual & Python Automation

Bengaluru, Karnataka

Experience: Not specified

Salary: Not disclosed

Mock Interview

Practice Video Interview with JobPe AI

Start Job-Specific Interview

Start Your Job Search Today

Browse through a variety of job opportunities tailored to your skills and preferences. Filter by location, experience, salary, and more to find your perfect fit.

Job Application AI Bot

Apply to 20+ Portals in one click

Download Now

Download the Mobile App

Instantly access job listings, apply easily, and track applications.

Enhance Your Skills

Practice coding challenges to boost your skills

Start Practicing Now

UST

IT Services and IT Consulting

Aliso Viejo CA

Login to

Please Verify Your Phone or Email

Confirm Action

Service Desk - Associate