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.
Key Responsibilities
- 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 explicit, 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.
Required Skills
Proficient
- Application Support
- Service Desk
- ServiceNow
Experience
- 0–3 years of experience in application support, service desk, or a related support environment.