IT Support Specialist – Entry Level

Discover your 100% YOU with MicroSourcing!

Position: IT Service Desk Analyst
Location: Mall of Asia, Pasay City
Work setup & shift: Hybrid setup | Shifting schedule

Why join MicroSourcing?

You'll have:

Competitive Rewards: Enjoy above-market compensation, healthcare coverage on day one, plus one or more dependents, paid time-off with cash conversion, group life insurance, and performance bonuses
A Collaborative Spirit: Contribute to a positive and engaging work environment by participating in company-sponsored events and activities.
Work-Life Harmony: Enjoy the balance between work and life that suits you with flexible work arrangements.
Career Growth: Take advantage of opportunities for continuous learning and career advancement.
Inclusive Teamwork: Be part of a team that celebrates diversity and fosters an inclusive culture.

Your Role:

As an IT Service Desk Analyst, you will:

Manage and take ownership of IT request tickets through the entire lifecycle while updating relevant teams and acting as an escalation point for Level 1 support
Proactively assist in the monitoring and maintenance of applications and systems by investigating, resolving, and escalating issues or queries
Provide exceptional customer experience via phone, chat, and self-service to troubleshoot hardware and operating system issues affecting users
Provide desktop, printer, and mobile device support for head office users and assist with the setup of new starter computers and profiles
Work with the IT Service Desk Team Lead to identify and propose application systems enhancements
Handle inbound and outbound phone calls related to IT support concerns
Create knowledge base articles for internal reference and Service Desk Agents and ensure documentation is kept up-to-date
Support BAU operations and assist in resolving technical concerns efficiently
Train, share, and teach other support team members
Assist in project task work as coordinated by IT Leadership
Participate in daily and weekly meetings to discuss progress, issues to be resolved, and report on progress
Participate in ongoing discourse in the Groups teams channel
Perform other duties as required

What You Need:

Non-negotiables

Experience in an IT Service Desk, Help Desk, or Technical Support role
Strong troubleshooting skills for hardware, operating systems, printers, and mobile devices
Experience handling ticketing systems and managing incidents through resolution
Excellent verbal and written communication skills
Ability to work in a hybrid setup and shifting schedule environment

Preferred skills/expertise

Knowledge of ITIL processes and service desk best practices
Experience supporting enterprise applications and systems
Experience creating and maintaining technical documentation or knowledge base articles
Strong customer service and stakeholder management skills
Ability to collaborate effectively within a fast-paced support environment

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About MicroSourcing

With over 9,000 professionals across 13 delivery centers, MicroSourcing is the pioneer and largest offshore provider of managed services in the Philippines.

Our commitment to 100% YOU

MicroSourcing firmly believes that our company's strength lies in our people's diversity and talent. We are proud to foster an inclusive culture that embraces individuals of all races, genders, ethnicities, abilities, and backgrounds. We provide space for everyone, embracing different perspectives, and making room for opportunities for each individual to thrive.

At MicroSourcing, equality is not merely a slogan – it's our commitment. Our way of life. Here, we don't just accept your unique authentic self - we celebrate it, valuing every individual's contribution to our collective success and growth. Join us in celebrating YOU and your 100%!

For more information, visit https://www.microsourcing.com/

*Terms & conditions apply