About The Role
In this role, Level 1 and 2 technical and remote phone support to customers and internal departments is required. The Service Desk is a customer facing entity and the main activities incorporate call handling and basic to intermediate technical services to customers and internal departments. These services include responding to and resolving customer support requests (phone calls, emails or tickets logged directly in the ITSM Platform) within the defined Service Level Agreements (SLAs).
Service Desk Analysts are expected to deliver high quality and professional service to customers and internal departments.
Bachelor’s degree in Computer Science (or a related field) is highly desirable;
Microsoft industry vendor certifications, such as Microsoft MCSA or MCP preferred;
Cisco industry vendor certifications, such as CCNA (Routing and Switching) advantageous; and
ITIL Foundation v4 certification is required.
Minimum 5 years experience with a high technical up to date skill set in (to a level 2 capability) Service Desk or other customer-facing technical support roles.
Previous experience in a Managed Service or Professional Services environment preferred; and
Sound understanding of ITIL Framework.
Achieve personal KPIs at all times
Other duties may be delegated by the Business Unit Manager from time to time.
Conduct all activities in accordance with company policies and procedures, as may be amended from time to time.
Assist the Service Desk Team Leader in the day-to-day running of the Service Desk and perform administrative tasks as defined in client and internal Knowledge Management Systems, such as:
Office 365 Administration
At Eastvantage, our mission is to create meaningful jobs. Through our portfolio of premium and select clients, we provide careers that are knowledge-based, inspiring, and always with the potential for development and growth.
We are an independently-owned outsourcing company with European roots, servicing global companies that have offices in every populated continent in the world. We have been in the industry for a decade, growing from a handful to over 1,000 happy employees over the years.
We invite you to navigate our site to get to know who we are, to see what sets us apart in culture and thinking. Because of this, we carefully select who we work with, both customers and co-workers, which is why people happily stick with us for a wonderful amount of time. We hope to convince you to apply with us and be part of our success story.