Company Name: UST (UST Global)Job Title: Application Support & Service Desk EngineerDepartment: IT Operations / Application Support ServicesIndustry: Information Technology & IT ConsultingQualification: Bachelor’s degree in Computer Science, Information Technology, Electronics, or related discipline (B.Tech / B.E. / BCA / B.Sc IT)
Job Description
UST is looking for a motivated, client-focused, and technically sound Application Support & Service Desk Engineer to join its global enterprise support team. The candidate will be responsible for managing frontline user incidents and service requests, resolving common enterprise software and application issues at first contact, maintaining accurate ticket records, and ensuring strict adherence to defined Service Level Agreements (SLAs). This role provides an opportunity to support business-critical applications in an enterprise environment while collaborating with multi-tier technical teams.
The selected candidate will act as a primary technical contact for end users, diagnosing software application errors, user access issues, and service disruptions across various digital communication channels. The role requires strong problem-solving capabilities, clear communication, a customer-first mindset, and the ability to analyze application logs, manage ticket lifecycles in ServiceNow, and escalate complex technical bottlenecks to Level 2/Level 3 engineering teams.
Key Responsibilities
1. Serve as the single point of contact to troubleshoot and resolve application, software, and IT service inquiries via phone, email, chat, and ticketing channels.
2. Log, categorize, prioritize, and track all incidents and service requests in ServiceNow from creation through to resolution.
3. Perform first-contact diagnostics, root-cause identification, and troubleshooting for enterprise business applications and web portals.
4. Manage user access administration, account provisioning, password resets, and permission assignments across enterprise systems.
5. Escalate complex application bugs, system degradation alerts, and database discrepancies to Tier 2/Tier 3 support with detailed diagnostic notes.
Essential Skills
1. Prior exposure or 0–3 years of experience in technical application support, IT service desk, or a customer-facing technical support role.
2. Hands-on proficiency in enterprise ITSM ticketing platforms such as ServiceNow.
3. Understanding of core web application workflows and basic database query concepts (SQL).
4. Familiarity with user account management in Active Directory (AD) or Microsoft 365 / Entra ID.
5. Excellent verbal and written English communication skills paired with structured diagnostic problem-solving abilities.
