Ability to understand the client query, respond to telephone calls, email, instant messages, and ensure every issue/request is logged in the Ticketing tool without any lapses.
- Provide first Level for all IT related services to end users, provide Remote desktop support and perform other activities based on SOPs within agreed SLA’s.
- Provide hardware / software / network problem diagnosis / resolution via telephone/email/chat for customer’s end users.
- Route tickets to internal 2nd and 3rd level IT support staff appropriately without any misrouting.
- Use the Incident Management System to document and manage Incidents and work requests and their respective resolutions and circumvention's.
- Assign Service Requests / incidents to appropriate support teams and follow up until closure.
- Respond to, and diagnose, problems through discussions with users, including issue recognition, logs, research, isolation, resolution and follow –up steps.
- Educate Users about Self-help articles,
best practices thus creating awareness about IT systems usage.
- Co-ordinate with Level 2 teams during Major incidents and provide updates to Users.
Ensure the ticket is updated with latest updates in a descriptive man
About UST
UST is a global digital transformation solutions provider. For more than 20 years, UST has worked side by side with the world’s best companies to make a real impact through transformation. Powered by technology, inspired by people and led by purpose, UST partners with their clients from design to operation. 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.
📌 Service Desk (India)
🏢 UST
📍 India
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