(Job Id: 9225) Service Desk Analyst

Job ID: 9225
Mar 24, 2020
Two E-com - Mall of Asia Complex
PC Desktop Support
Software installation
Windows OS
Internet Protocol
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
Receiving, logging and managing calls from internal staffvia 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
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
Amenable to work on a night shift
Strong organizational skills; including establishing priorities, process facilitation and project management/communication
Must have a strong attention to details
Exemplary interpersonal and customer service skills; ability to provide feedback in a respectful and warm but constructive approach
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
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.