Senior Service Desk Engineer (ServiceNow & Incident Management)
UST Global · Hyderabad · onsite · Posted 37d ago
Undisclosed9–11 yrsfulltimeSourced from
About a minute. You'll make an account on the way through.
About this role
Job Summary
We are seeking a Service Desk Analyst with strong experience in Service Desk operations, ServiceNow, and Incident Management to serve as the single point of contact for infrastructure and application-related incidents and service requests. The role is responsible for providing end-to-end ownership of ticket logging, triage, resolution, escalation, and reporting while delivering excellent customer support through multiple channels and ensuring adherence to SLA / KPI commitments.
- Provide L1 / L1.5 Service Desk support through phone, email, chat, and walk-up channels.
- Log, track, update, and manage incidents and service requests using ServiceNow.
- Perform Incident Management activities, including first-call resolution wherever possible.
- Troubleshoot and resolve Windows Support, Network Support, and Business Application issues at the first level.
- Escalate unresolved incidents to appropriate support teams with complete diagnostic information and maintain ownership until closure.
- Deliver Customer Support with timely updates, effective communication, and resolution confirmation.
- Handle VIP user requests with priority support and proactive communication.
- Support account activation, suspension, termination activities, and password reset requests.
- Provide Basic support for Active Directory user administration activities.
- Support Microsoft 365 applications and related end-user issues.
- Utilize Remote Support tools to diagnose and resolve user-reported problems.
- Contribute to Knowledge Management activities by creating, updating, and maintaining support documentation and knowledge articles.
- Monitor compliance with SLA / KPI targets and support reporting activities.
- Participate in continual service improvement initiatives and identify opportunities for knowledge-base and self-service enhancements.
- Service Desk
- ServiceNow
- Incident Management
- Windows Support
- Network Support
- Customer Support
- Active Directory
- Microsoft 365
- Remote Support
- ITIL
- SLA / KPI
- Knowledge Management
- 9 to 11 years of experience in a global IT Service Desk or End User Support environment.
- ITIL Foundation Certification (preferred)
- Microsoft 365 Fundamentals (preferred)
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.
Sourced from naukri
Skills
Incident ManagementCustomer SupportWindows SupportActive DirectoryDiagnosticsNetwork SupportIT Service DeskMicrosoftEnd User SupportRemote Support
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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