ServiceDesk Analyst

You will be responsible for understanding client queries and ensuring prompt responses through telephone calls, emails, and instant messages. It is essential to log every issue/request in the Ticketing tool accurately without any lapses. Additionally, you will provide first-level support for all IT-related services to end-users, offer remote desktop support, and execute other tasks based on Standard Operating Procedures (SOPs) within agreed Service Level Agreements (SLAs). Your key responsibilities will include diagnosing and resolving hardware, software, and network problems via telephone, email, or chat for end-users. You must also efficiently route tickets to internal 2nd and 3rd level IT support staff without any misrouting. Utilizing the Incident Management System, you will document and manage incidents, work requests, resolutions, and circumventions. Furthermore, you will assign service requests/incidents to the appropriate support teams, ensuring timely follow-up until closure. In this role, you will respond to user problems, conduct detailed discussions to recognize issues, maintain logs, conduct research, isolate problems, provide resolutions, and follow up with users. It is crucial to educate users about self-help articles and best practices to enhance awareness of IT systems usage. During major incidents, you will collaborate with Level 2 teams and provide regular updates to users. Lastly, you will ensure that tickets are updated with the latest information in a descriptive manner for future reference. Key Skills: - Servicedesk - ServiceNow About UST: UST is a global digital transformation solutions provider that has been collaborating with leading companies worldwide for over 20 years. With a focus on making a real impact through transformation, UST works with clients from design to operation, embedding innovation and agility into their organizations. With over 30,000 employees across 30 countries, UST is committed to creating boundless impact and touching billions of lives through its transformative solutions.,