Service Desk Analyst

About Microland

Microland specializes in digital transformation by enabling enterprises to adopt next-generation digital infrastructure with expertise in Cloud, Data Centers, Networks, Digital Workplace, Cybersecurity, and Industrial IoT. Established in 1989 with headquarters in Bengaluru, India, Microland employs over 4,500 digital specialists across Asia, Australia, Europe, the Middle East, and North America.

Role and Responsibilities

• Manage incoming communications through phone, email, and chat, including handling rotational shifts for some accounts.
• Effectively communicate with end users globally, ensuring clear understanding over international calls.
• Create, categorize, and prioritize support tickets accurately.
• Provide first-level support and basic troubleshooting guided by the existing Knowledge Base documentation.
• Contribute to expanding the Knowledge Base by authoring new support articles.
• Perform remote assistance by accessing users' machines when troubleshooting issues.
• Refer unresolved tickets to specialized support teams or third-party vendors appropriately.
• Track and document the status of open tickets, ensuring continuous updates until resolution.
• Keep users informed about the ticket progress and any escalations when needed.
• Confirm resolution with users and ensure timely closure of tickets within agreed SLAs.
• Participate in training sessions and complete specified certifications to maintain competency levels.

Preferred Candidate Profile

• Strong verbal and written communication abilities.
• Efficient time management skills.
• Collaborative team player mindset.
• Basic knowledge of ITIL framework.
• Sound decision-making capabilities.
• Problem-solving aptitude.
• Effective planning, organization, and prioritization skills.
• Active listening during user interactions.

Additional Information

Location: Bengaluru, India

Salary Range: ₹400,000 to ₹500,000 per annum

Eligible applicants: Graduates from any discipline