We are seeking a dedicated and customer-focused IT Helpdesk Engineer to join our support team. The successful candidate will provide first-line technical support to UST associates, primarily interfacing via phone, email, chat, and web-based platforms. This role demands a strong sense of responsibility, excellent communication skills, and the ability to troubleshoot technical issues effectively in a fast-paced environment.

This is an ideal opportunity for someone with strong interpersonal skills, a logical approach to problem-solving, and a willingness to work flexible shifts—including weekends as per a published roster. The role offers excellent potential for career growth within the IT function for those who demonstrate commitment and high performance.

Key Responsibilities:

Provide first-line technical support to end users via telephone, email, chat, and web portals.

Deliver exceptional customer service and manage user expectations in line with defined SLAs and ITIL processes.

Accurately log, manage, and resolve IT incidents and service requests using a ticketing system (e.g., ServiceNow).

Own customer issues through to resolution, escalating when necessary.

Monitor and meet key performance indicators such as response and resolution times.

Maintain thorough documentation of issues and resolutions for future reference.

Work flexible shifts, including weekends, as per the scheduled roster.

Stay updated with relevant technologies and pursue continuous learning opportunities.

Required Skills and Attributes:

Strong knowledge of Microsoft Windows operating systems.

Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint, and Outlook).

Good understanding of networking fundamentals and internet protocols.

Experience with ITSM tools, particularly ServiceNow, is highly preferred.

Excellent spoken and written English communication skills.

Customer-centric mindset with a professional and courteous phone manner.

Ability to work independently and manage time effectively.

Strong analytical and troubleshooting skills.

Knowledge of UNIX or Linux is a plus.

Flexible and proactive approach to work, with the ability to prioritize and multitask.

Highly organized, detail-oriented, and self-motivated.