Role description

Job Summary

We are seeking a Service Desk Analyst with solid 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.

Key Responsibilities

- 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.

Required Skills

Proficient

- Service Desk
- ServiceNow
- Incident Management

Intermediate

- Windows Support
- Network Support
- Customer Support

Basic

- Active Directory
- Microsoft 365
- Remote Support

Knowledge

- ITIL
- SLA / KPI
- Knowledge Management

Experience

- 9 to 11 years of experience in a global IT Service Desk or End User Support environment.

Certifications

- ITIL Foundation Certification (preferred)
- Microsoft 365 Fundamentals (preferred)

Skills Service Desk, Customer Support, Incident Management

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.

📌 Senior Service Desk Engineer (ServiceNow & Incident Management) (Chennai)
🏢 UST
📍 Chennai