THIRUVANANTHAPURAM · FULLTIME
Application Support & Service Desk Engineer
UST Global
Thiruvananthapuram · onsite · Posted 5d ago
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Undisclosed2–3 yrsfulltimeThiruvananthapuram
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Section · 01
About this role
UST is looking for an Application Support Service Desk Engineer with experience to provide first-line Application Support and Service Desk services for business applications. The role involves managing user incidents and service requests through ServiceNow, resolving common application issues at first contact, maintaining accurate ticket records, meeting defined SLAs, and ensuring appropriate escalation and follow-through when additional support is required.
- Provide day-to-day Application Support for employee-facing business applications.
- Perform Service Desk activities, including logging, categorizing, prioritizing, tracking, and resolving incidents and service requests.
- Use ServiceNow to manage tickets and maintain clear, accurate, and up-to-date ticket notes.
- Troubleshoot and resolve common application issues, including access problems, workflow errors, data corrections, and how-to requests.
- Drive first-contact resolution wherever possible using structured troubleshooting.
- Acknowledge tickets within the defined 1-hour response SLA and resolve or appropriately escalate them within the 36-72-hour resolution window.
- Escalate issues requiring configuration, code, or data fixes with complete diagnostic information.
- Maintain ownership of escalated tickets and follow them through to closure.
- Keep users informed of ticket progress, communicate resolutions clearly, and confirm resolution before closing requests.
- Maintain accurate ticket categorization and documentation to support effective reporting and issue analysis.
- Contribute to knowledge articles and FAQs to improve support effectiveness and reduce recurring service requests.
- Develop broader application support knowledge to provide effective team coverage during absences and peak-demand periods.
- Application Support
- Service Desk
- ServiceNow
- 0-3 years of experience in application support, service desk, or a related support environment.
Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.
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Section · 02
Skills
TroubleshootingUsageWindowsDiagnosticsBusiness applicationsApplication SupportworkflowmanagementticketingService Desk
Section · Company
About UST
UST Global
IT Services & Consulting
14.0k+
employees
1999
27 years old
Aliso Viejo, California
US
₹12.9L PA avg
Avg at UST
About
UST helps the world's best organizations succeed through digital transformation, crafting disruptive solutions and strategies bringing our clients vision to life.
Industries
IT Services & ConsultingManufacturing
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