Job Description

Service Desk Agent

Associate I - Cloud Infrastructure Services

Who we are:

Born digital, UST transforms lives through the power of technology. We walk alongside our clients and partners, embedding innovation and agility into everything they do. We help them create transformative experiences and human-centered solutions for a better world.

UST is a mission-driven group of over 29,000+ practical problem solvers and creative thinkers in over 30+ countries. Our entrepreneurial teams are empowered to innovate, act nimbly, and create a lasting and sustainable impact for our clients, their customers, and the communities in which we live.

With us, you'll create a boundless impact that transforms your career-and the lives of people across the world.

Visit us at UST.com.

You Are:

UST Mexico is growing and expanding. Come be part of our growth. We are seeking a Service Desk Agent who has excellent communication skills in English. Hands-on Service Desk and Active Directory experience. In this role you will work in a team setting; we will provide 24/7 support rotating shifts amongst the team. Must be flexible to work any work schedule as needed. The Service Desk Agent is responsible for developing a deep understanding of client systems and business practices and should ensure that the service achieves or exceeds its service level targets related to the tickets logged, Resolution, and progression of IT-related requests and incidents.

The Opportunity:

• The Service Desk Agent will act as a point of contact for customers reporting issues, requesting information, access, or other services delivering customer service through multiple channels such as Phone, Chat, and Email.
• Provide day-to-day monitoring support for respective work streams (NOC, SOC)
• Work on incidents and SRs pertaining to respective work streams
• Track, coordinate and close incidents and service requirements according to agreed service levels

This position description identifies the responsibilities and tasks typically associated with the performance of the position. Other relevant essential functions may be required.

What you need:

• Excellent English Communication skills, and should have experience in voice support
• 3+ years of Experience in technical Voice Support or ServiceDesk
• Handle phone calls/emails and deal with them promptly, efficiently, and with empathy to ensure a positive experience for our customers.
• Knowledge in the Health Domain is an advantage.
• Willing to work in 24*7 shift (Rotating schedule)
• Basic understanding of On-premises and Azure Active Directory.
• Knowledge of Computers and a basic understanding of Networks, with an excellent knowledge of Windows 10-11, Office365, and MS Products.
• Should have an understanding of MFA and Intune.
• Good Understanding of ITSM tools- ServiceNow.
• Flexibility to take on additional tasks as directed by Team Lead.

What we believe:

We're proud to embrace the same values that have shaped UST since the beginning. Since day one, we've been building enduring relationships and a culture of integrity. And today, it's those same values that are inspiring us to encourage innovation from everyone to champion diversity and inclusion, and to place people at the center of everything we do.

Humility:

We will listen, learn, be empathetic and help selflessly in our interactions with everyone.

Humanity:

Through business, we will better the lives of those less fortunate than ourselves.

Integrity:

We honor our commitments and act with responsibility in all our relationships.

Equal Employment Opportunity Statement

UST is an Equal Opportunity Employer.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

UST reserves the right to periodically redefine your roles and responsibilities based on the requirements of the organization and/or your performance.