We are looking for an experienced Service Desk Agent with excellent English communication skills and hands-on expertise in Service Desk operations and Active Directory. In this role, you will work as part of a collaborative team providing 24/7 technical support in rotational shifts.

You will be the first point of contact for customers, addressing issues, fulfilling service requests, and delivering outstanding support through phone, chat, and email. This position requires strong troubleshooting skills, a customer-first approach, and the flexibility to work any shift as needed.

Key Responsibilities

Serve as the first point of contact for customers via phone, chat, and email.

Log, prioritize, and resolve incidents and service requests promptly and efficiently.

Manage user accounts and permissions in On-premise and Azure Active Directory.

Provide support for Windows 10/11, Office 365, and other Microsoft products.

Troubleshoot basic networking issues and system-related problems.

Support MFA and Intune configurations.

Use ITSM tools (preferably ServiceNow) for ticket tracking and management.

Collaborate with other IT teams for issue resolution and escalation.

Maintain service level agreements (SLAs) for response and resolution times.

Take on additional tasks as directed by the Team Lead.

Required Skills & Experience

Excellent English communication skills with prior experience in voice support.

Minimum 3 years’ experience in technical voice support or Service Desk roles.

Strong knowledge of Windows 10/11, Office 365, and Microsoft applications.

Basic understanding of networks and computer systems.

Hands-on experience with On-premise and Azure Active Directory.

Understanding of MFA and Intune.

Proficiency with ITSM tools (ServiceNow preferred).

Willingness to work in 24/7 rotational shifts.

Knowledge of the healthcare domain is an advantage.

Why Join UST?

Work with a global leader in digital solutions.

Opportunities for learning and career growth.

Collaborative, diverse, and inclusive work culture.

Competitive salary and benefits.