Service Desk Analyst

With more than 6,000 professionals across 9 delivery centers in
the Philippines, MicroSourcing remains the country's largest
provider of offshoring solutions. Service Desk Analyst , be 100% YOU with MicroSourcing! Job Responsibilities:

• Troubleshooting: Diagnose and resolve complex technical issues
• escalated from Level 1 support, including hardware, software, and
• network problems.
• Incident Management: Manage and prioritize incidents based on
• severity and impact, ensuring timely resolution and adherence to
• service level agreements (SLAs).
• Escalation Point: Serve as a point of escalation for Level 1
• technicians, providing guidance and assistance in resolving
• challenging technical issues.
• Root Cause Analysis: Conduct root cause analysis for recurring or
• critical incidents to identify underlying problems and prevent
• future occurrences.
• Documentation: Maintain accurate documentation of
• troubleshooting procedures, solutions, and configurations to
• facilitate knowledge sharing and improve service efficiency.
• Customer Communication: Communicate effectively with clients
• to provide status updates, gather additional information, and
• ensure customer satisfaction throughout the resolution process.
• Technical Support: Provide technical support and guidance to end-
• users on a wide range of IT issues, including desktop applications,
• email, printing, and mobile devices.
• Change Management: Implement changes to IT systems and
• configurations in accordance with change management processes,
• ensuring minimal disruption to business operations.
• Training and Mentoring: Provide training and mentorship to Level
• 1 technicians to enhance their technical skills and knowledge,
• enabling them to handle more complex issues independently.
• Continuous Improvement: Identify opportunities for process
• improvement and automation to streamline support operations,
• increase efficiency, and enhance the overall quality of service
• delivery.

Qualifications:

• CompTIA A+ certified
• Service Desk or other experience managing Microsoft 365, networking infrastructure, desktop support, server support, etc.

Whatu0027s in it for you
Find a balance between work and life that fits you. Do what you do
best with MicroSourcing! For more information, visit .Terms & Conditions apply