Posted Jul 27, 2022 854 views
About DinCloud:
dinCloud is an all-encompassing Cloud Service Provider (CSP) with a global footprint of data centers. Our portfolio includes Cloud Hosted Virtual Desktops, Servers, and Databases. For over 10 years, we have been innovating in the cloud space- as a ‘born in the cloud provider. While we have evolved over the years, our core philosophy remains centered on security and transparency. As such, our innovative solutions can be tailored to the unique needs of many businesses and industries.
At dinCloud, we maintain a dynamically robust environment that is ever-changing and evolving in parallel with the latest technologies, trends, and industry standards. With a highly skilled and qualified workforce of over 500 personnel in our Islamabad, Lahore, and United States offices, we function with the firm belief that our employees are our most significant and most valued assets.
Our perks and benefits package includes:
- Health insurance for our employees' immediate family members inclusive of their parents, which covers OPD, as well as IPD
- an effective provident fund policy along with EOBI facilities
- entitlement for paid leaves
- Pay Raises & Paid Training
We are presently searching for highly motivated candidates, with the will and determination to strive under pressure, and the innate ability to evolve and keep up with the emerging technologies in the industry.
Job Description:
The role of the Service Desk Analyst is to provide a wide range of services related to Incident Management and Request Management as defined by ITIL. This position requires the SD Analyst to utilize a vast array of experience, skills, systems, and tools, in support of customers’ IT organizations and end-users. The primary function of this position is to provide technical support for hardware, software, network, and telephony-related issues, achieving first call resolution.
Responsibilities:
• Act as a point of contact for phone calls, emails, and tickets from external & internal clients regarding IT services
• Receive and log customer Incidents and Service Requests received by phone, email, or self-service.
• Documentation, recording & updating incident details in the ITSM platform.
• Accurately classify, prioritize, and record incidents & Request details into the ticketing system.
• 1st and 2nd line Support-troubleshooting of IT-related problems software and Hardware, Windows, Laptops, PCs, Printers.
• Troubleshoot basic network issues such as ADSL broadband issues.
• Assist with dispatch functions and routing of tickets to field techs.
• Routing of tickets to tier-2 resolvers when necessary.
• Take Ownership of user’s problems and follow up the status of problems on behalf of the user and communicate progress in a timely manner.
• To maintain a high degree of customer service for all support queries and adhere to all service management principles.
• Installation of new hardware and software.
• Install, Troubleshoot Browsers -Chrome, Edge, Safari, Mozilla.
• Troubleshoot email client Outlook, Lotus.
Qualifications:
• 2 years previous IT Service Desk and/or Call Center experience required.
• Associate's Degree is preferred.
• Must be a team player and collaborative.
• Strong interpersonal communication skills and the ability to communicate with customers, vendors, and partners, and across all levels.
• Excellent time management skills.
• Ability/flexibility for after-hours work and escalations in support of our 24x7xAlways operation.
• Must have experience in handling multiple B2B customers.
• Ability to adapt to dynamic environments
• Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required for this job. Duties, responsibilities, and activities may change to accommodate business requirements.
Key Competencies
Excellent communication skills, Detail Oriented, Delivery Excellence, Client Intimacy, Incident Management, Knowledge of the ITIL framework, Troubleshooting Skills
Job Details
dinCloud Pakistan (Private) Limited
dinCloud is an all-encompassing Cloud Service Provider (CSP) with a global footprint of data centers. Our portfolio includes Cloud Hosted Virtual Desktops, Servers, and Databases. For over 10 years, we have been innovating in the cloud space- as a ‘born in the cloud provider. While we have evolved over the years, our core philosophy remains centered on security and transparency, and as such our innovative solutions can be tailored to the unique needs of many businesses and industries. At dinCloud, we maintain a dynamically robust environment that is ever-changing and evolving in parallel with the latest technologies, trends, and industry standards. With a highly skilled and qualified workforce of over 150 personnel in our Islamabad, Lahore, and United States offices, we function with the firm belief that our employees are our greatest and most valued assets.
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