MicroSourcing
MicroSourcing

Service Desk Analyst  

MicroSourcing

 
  • Pasay, Philippines
    Two E-com Center, Harbor Drive, Pasay, Metro Manila, Philippines, Pasay, Metro Manila, Philippines
    Pasay
    Metro Manila
    Philippines
    Philippines
  • Full timeFULL_TIME

Expired 4 years ago

2019-11-04T16:00:00+00:00
Job closed.

Job Description

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/systems 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. Coverage includes remote users at other offices and home workers.

Other responsibilities include:

  • 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
  • Publishing support documentation to assist staff with requests for Information & provide staff training if required

Minimum Qualifications

  • Bachelor’s degree in Computer Science or any IT related course
  • Must have experience in using ServiceNow
  • Minimum 2 years experience in Service Desk environment
  • Strong organizational skills; including establishing priorities, process facilitation and project management/communication.
  • Must have a strong attention to detail.
  • Exemplary interpersonal and customer service skills; ability to provide feedback in a respectful and warm but constructive approach.
  • Excellent problem solving skills with the ability to facilitate resolution of a problem, and use proper judgment regarding when to escalate issues.
  • Ability to be flexible and quickly adapt to changing business needs and processes
  • Ability to multi­task and prioritize effectively.
  • Ability to work with minimal guidance or supervision in a time critical environment. Strong team player willing to take on additional projects and duties as necessary.
  • Proficient phone and computer skills, including MS Windows, MS Office, email and internet. Ability to learn additional applications as necessary.
  • Incident Management experience – Managing incidents including business expectations and communication
  • Basic User & Security Group Active Directory administration

Jobs Summary

Job Level
Associate / Supervisor
Job Category
IT and Software
Educational Requirement
Bachelor's degree graduate
Recruiter response to application
Often
Office Address
Two E-com Center, Harbor Drive, Pasay, Metro Manila, Philippines
Industry
Outsourcing / Offshoring
Vacancy
1 opening
Website
https://www.microsourcing.com/

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About MicroSourcing

MicroSourcing is one of the leading offshoring and outsourcing solutions provider in the Philippines. Voted Best Non-voice Company of the Year in 2014, we are not your average BPO. We cater to foreign companies who operate in a wide variety of industries from all over the world. Therefore, you have the opportunity to do what you love and grow your career Our offices are located in Eastwood City, Mall of Asia Complex, Bonifacio Global City, Ortigas Center and Cebu IT Park, all easily accessible no matter where you live. Join our growing family and be part of an international and collaborative working environment. WHY JOIN US? 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. 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.

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