UST
Website:
ust.com
Job details:
Role Description
We are looking for a Service Desk Agent with strong English communication skills and hands-on experience in Service Desk operations and Active Directory. This role requires working in a collaborative team environment, providing 24/7 support through a rotating shift schedule. Flexibility to work across different shifts is essential.
Key Responsibilities
- Act as the primary point of contact for customers reporting issues, requesting access, or seeking information.
- Deliver high-quality customer support multiple channels, including phone, chat, and email.
- Ensure timely resolution and progression of IT incidents and service requests in line with defined SLAs.
- Develop a solid understanding of client systems and business processes.
- Handle customer interactions with professionalism, empathy, and efficiency to ensure a positive experience.
- Use ITSM tools effectively to log, track, and manage incidents and requests.
- Take on additional responsibilities as assigned by the Team Lead or Manager.
Required Skills & Experience
- Excellent verbal and written communication skills in English, with prior voice support experience.
- Minimum of 2+ years of experience in Technical Support, Voice Support, or Service Desk roles.
- Strong knowledge of Windows 10/11, Microsoft Office 365, and other Microsoft products.
- Basic understanding of networking concepts.
- Hands-on experience with On-Premise and Azure Active Directory.
- Familiarity with Multi-Factor Authentication (MFA) and Microsoft Intune.
- Experience with ITSM tools, preferably ServiceNow.
- Ability to work in a 24/7 rotating shift environment.
- Experience in the Healthcare domain is a plus.
- Strong problem-solving skills and adaptability in a dynamic work environment.
Skills
Service Desk, Servicenow, Customer Service Management,Technical Support, Voice support, Office365, Intune, IT Service Management
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