Company Name: UST (UST Global)Job Title: Service Desk Analyst L0 (Contract)Department: IT Operations / Global Service DeskIndustry: Information Technology & IT ConsultingQualification: Any Graduate / Diploma / Bachelor’s degree in Computer Science, IT, Electronics, or related discipline (B.Tech / B.E. / BCA / B.Sc / Diploma)
Job Description
UST is looking for a detail-oriented, customer-focused, and proactive Service Desk Analyst L0 on a contract basis to join its enterprise service desk operations. The candidate will serve as the initial point of contact for global users, handling incoming IT support queries, logging user requests, and providing primary Level 0 assistance. This role offers an opportunity to gain hands-on operational experience within an enterprise ITIL environment while ensuring prompt first-response standards.
The selected candidate will be responsible for handling frontline contacts via phone, chat, email, and web tickets, verifying user credentials, and executing predefined procedural tasks such as basic password resets and account unlock workflows. The role requires clear English communication, basic hardware and software troubleshooting understanding, disciplined adherence to shift rosters, and accurate ticket documentation within defined Service Level Agreements (SLAs).
Key Responsibilities
1 – Act as the first point of contact for end users to log, record, and acknowledge incoming IT issues across phone, email, chat, and portal channels.
2 – Verify user identities, execute Level 0 standard operating procedures (SOPs), and perform basic self-service guidance, account unlocks, and password resets.
3 – Log accurate ticket details, categorize priority levels, and assign incidents to appropriate Level 1, Level 2, or functional support queues in ServiceNow.
4 – Monitor operational ticket queues to prevent SLA breaches and send scheduled incident status updates to affected end users.
5 – Document user interactions thoroughly, capture error messages accurately, and adhere strictly to enterprise data privacy and security guidelines.
Essential Skills
1 – Strong verbal and written English communication skills suitable for professional end-user interaction.
2 – Basic familiarity with enterprise operating systems (Windows 10/11) and core office applications (Microsoft 365 / Outlook).
3 – Understanding of primary service desk workflows, ticket lifecycle concepts, and basic IT terminology.
4 – Ability to work in rotating operational shifts (24/7 environment) and follow structured standard operating procedures (SOPs).
5 – Good customer service orientation, active listening ability, and structured problem-logging aptitude.
