1. Incident Management: Act as the first line of support for IT-related issues, logging, categorizing, and prioritizing incidents. Resolve or escalate them as per established procedures.
2. Service Request Fulfillment: Handle user requests for services such as software installations, access permissions, and hardware provisioning, ensuring timely and efficient delivery.
3. Problem Management: Identify recurring issues, perform root cause analysis, and collaborate with other IT teams to implement permanent solutions.
4. Knowledge Management: Maintain and update the knowledge base with solutions to common problems and frequently asked questions, aiding in self-service and reducing resolution times.
5. Communication: Keep users informed about the status of their incidents and requests, providing updates and resolutions in a clear and professional manner.
6. Collaboration: Work closely with other IT teams, such as system administrators and network engineers, to resolve complex issues and implement improvements.
7. Continuous Improvement: Participate in the review and enhancement of service desk processes and procedures to improve efficiency and user satisfaction.

Role: Incident Management

Industry Type: IT Services & Consulting

Department: IT & Information Security

Employment Type: Full Time, Permanent

Role Category: IT Infrastructure Services

Education

UG: Any Graduate

About the company

Microland is a pioneering IT Infrastructure services and consulting company headquartered in Bengaluru, India, with a proven track record of delivering tangible business outcomes for 35 years. Today, as enterprises recognize that networks underpin the functionality and efficiency of modern digital systems and support innovation, we provide next-generation technologies such as AI, automated operations, and platform-driven solutions – which drive operational excellence, agility, and productivity for organizations worldwide.

Our team of over 4,600 experts delivers services in over 100 countries across Asia, Australia, Europe, the Middle East, and North America, offering cutting-edge solutions in networks, cloud, data centers, cybersecurity, services management, applications, and automation. Recognized by leading industry analysts for our innovative strategies, Microland is committed to strong governance, environmental sustainability, and fostering an inclusive workplace where diverse talent thrives. When businesses work with Microland, they connect with the best talent, technologies, and solutions to create unparalleled value.