Service Desk Analyst UST

About UST

Job Description

As a skilled and customer-focused Service Desk Analyst, you will be responsible for providing IT support services to end users. Your role will involve being the initial point of contact for users, assisting them through phone, email, and ITSM tools. You will triage and resolve incidents and service requests, escalate unresolved issues appropriately, and ensure a seamless support experience aligned with ITIL processes. Your key responsibilities will include providing Level 1 to 1.5 technical support to end users, troubleshooting basic hardware, software, network connectivity, and peripheral device issues, assisting with password resets and account management, logging and managing service requests and incidents, escalating complex issues, guiding users to self-service resources, supporting conferencing tools and mobile devices, prioritizing VIP user support, using remote access tools, monitoring open tickets, contributing to knowledge articles, communicating IT advisories, adhering to ITIL processes, maintaining compliance with security policies, and collaborating effectively with peers. Qualifications: - Bachelor's degree in computer science, Information Technology, or related field (preferred) - Experience in a Service Desk or IT Support role - ITIL Foundation certification (preferred) - Strong knowledge of Windows OS, MS Office Suite, Active Directory, and remote support tools Key Skills: - Excellent verbal and written communication in English - Strong customer service and problem-solving skills - Ability to work in a fast-paced environment and manage multiple tasks - Familiarity with ITSM platforms (e.g., ServiceNow, BMC Remedy, ZenDesk) - Team player with a proactive approach to issue resolution If you are a dedicated professional with expertise in Service Desk operations, troubleshooting, and IT support, and possess strong communication and problem-solving skills, we encourage you to apply for this rewarding opportunity.,