Job Description

2 - 3 Years
1 Opening
Kochi, Trivandrum

Role description

Position: IT Helpdesk Engineer

Location:

[Trivandrum, Kochi]

Experience:

[2 to 3 Years]

Shift:

Rotational shifts (including weekends as per published roster)

Employment Type:

Full-Time

Language:

Fluent in English (written & spoken)

Role Overview:

We are seeking a dedicated and proactive

IT Helpdesk Engineer

to join our support team. The role involves providing first-line technical support to UST associates, primarily over phone, email, chat, and web console. You will be part of a global team supporting IT systems and services, ensuring issues are resolved efficiently while maintaining high customer satisfaction.



This position is ideal for someone with strong troubleshooting skills, excellent communication, and a professional, customer-focused mindset.

Key Responsibilities:

Provide technical support to end users via

telephone, email, chat

, and

web console

. Deliver outstanding customer service and set clear expectations aligned with service-level agreements (SLAs). Log, track, and manage all support tickets to meet

Target Response

and

Resolution Times

. Work in

rotational shifts

, including weekends as per the published roster. Take ownership of customer issues, ensuring end-to-end resolution and escalating when necessary. Meet or exceed performance metrics related to responsiveness and resolution. Demonstrate proficiency in

Microsoft Office Suite

(Word, Excel, Project). Stay updated with current technologies and pursue continuing education relevant to the role.

Skills & Attributes:

Strong knowledge of

Internet technologies

, common application protocols, and

connectivity troubleshooting

. Excellent

customer service

and communication skills. Hands-on experience with

Windows operating systems

. Knowledge of

UNIX/Linux systems

is a plus. Familiarity with

ServiceNow

or other ticketing systems. Ability to

prioritize tasks

, handle workloads efficiently, and work well under pressure. Flexible, self-motivated, and detail-oriented with strong organizational skills. A proactive attitude, initiative-driven, and capable of working independently. Strong sense of

ownership and responsibility

for assigned tasks. Clear, methodical, and precise approach to issue resolution and documentation.

Candidate Profile:

We're looking for someone who is:

Friendly, professional, and dependable

Willing to learn and grow within the role Committed to delivering exceptional support service Able to thrive in a fast-paced, team-oriented environment

Skills

Service Desk,Technical Skill,Customer Interaction

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.