Service Desk Quality Assurance Analyst
MicroSourcing International Inc.
Mall of Asia Complex, Philippines
5d ago

Job Description

This role is of IT Service Desk QA Analyst is for supportingthe operations of the company’s IT service desk. The service desk also performsother auxiliary support functions for the company’s end-users.

  • Processimprovement Conduct process review, develop process and proceduraldocumentation and continuous process improvement
  • Performancemonitoring Conduct regular audits on ticket handling procedures includingservice desk communications (email, voice).
  • Gather and validate workperformance data.

  • Reporting Data gathering and validation, report generation and presentation
  • Training Conduct training on technical subjects and all applicable IT service deskprocesses
  • Lead,co-ordinate and allocate incidents and requests
  • Be anescalation point and provide co-ordination and support for the Service Deskduring high severity incidents
  • Ensureprocesses are carried out in accordance with agreed standards or procedures
  • Ensuredocumentation of incident resolution, where it may be reusable is submittedinto knowledge base.
  • Identificationof problems or recurring incidents
  • Identificationof trends in incidents and services requests logged and input for considerationas projects, upgrades, or problem management
  • Providereporting on call volumes and incident trending within the Service Desk andwider IT Team.
  • Contributeto Service Level reporting to Management.
  • Contributeto team planning, decision making and service improvement activities.

    Duties and responsibilities described above should not beconstrued as a complete and exhaustive list as it is not the intention to limitin any way the scope or functions of the position.

    Duties and responsibilitiescan be amended from time to time either by additional, deletion or straightamendment to meet any changing conditions, however this will only be done inconsultation with the employee.


  • 3 5years of experience in IT operations preferably in a customer service andtechnical support role
  • At least1 year experience in a junior level supervisory role leading a team
  • SNOWexperience is preferred
  • Highly developed analytical skills and the ability to solvecomplex technical problems using a methodical systematic approach

    Ability to read, analyze, and interpret technical journals

    Excellent written and verbal communication and interpersonalskills and a strong customer service orientation

    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.

    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.

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