Job ID: 7527
The Service Desk Analyst will provide first and second line technical support to internal staff. The Successful candidate will require an aptitude for working with applications/system to undertake analysis, diagnosis and resolution of staff problems, which may range from straightforward to more complicated technical issues. There is also a range of administration duties within this role.
- Must have experience in using ServiceNow
- Minimum 2 years experience in Service Desk environment
Act as a single point of contact for phone calls and emails from staff regarding IT issues and queries
Receiving, logging and managing calls from internal staff via telephone and email
Maintaining an Asset Database and track changes
Troubleshoot basic network issues such as ADSL broadband issues.
Escalate unresolved calls to the infrastructure support team
Take ownership of user problems and follow up the status of problems on behalf of the user and communicate progress in a timely manner
To maintain a high degree of customer service for all support queries and adhere to all service management principles
Strong organizational skills; including establishing priorities, process facilitation and project management/communication.
Incident Management experience – Managing incidents including business expectations and communication
Basic User & Security Group Active Directory administration
MicroSourcing offers diversity in career options. We welcome individuality in self-expression without losing the value for team involvement. We are a fresh look at the BPO & KPO industry. Come experience the MicroSourcing life and be part of our growing family.
Cultures and Values
We are a fast growing company but we have always been able to keep the fun, young and intimate atmosphere from the time we started. We strongly believe in transparency and honesty and we always make sure to represent the interests of our employees as much as we represent the interests of our clients.