IT Helpdesk Engineer

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