Enterprise Service Desk Specialist – Telco (Onsite)

MicroSourcing; Taguig; On-site; PHP 335,000 - 670,000; Full time

Benefits offered by this job

Healthcare day-one

Paid time off

Group life insurance

Performance bonus

Job summary

MicroSourcing is hiring a Service Desk Specialist to support Enterprise customers with incident management and service requests. The role focuses on first-touch resolution, strong ticket discipline, and clear communication with high-level clients.

You will work onsite at BGC, Taguig, following a day-shift roster and collaborating with internal teams to ensure prompt, effective issue resolution and customer satisfaction.

Qualifications

• Minimum 1–2 years work experience in a Service Desk or Incident Management environment.
• Proven experience in delivering exceptional customer service.
• Proven experience in commercial ITSM tools such as ServiceNow.
• Strong proficiency in troubleshooting hardware, software, and network issues.
• Excellent communication and interpersonal skills in a customer service environment.

Responsibilities

• Take initial ownership of all Enterprise customer incidents and service requests.
• Triage and resolve tickets on first touch where possible; escalate as needed.
• Adhere to established ticket SLAs (response and resolution).
• Monitor and work from internal call and ServiceNow ticketing queues.
• Liaise with internal teams and clients to manage expectations and communication.
• Ensure accurate handover between shifts and adherence to after-hours rosters.

Skills

Customer service

ServiceNow

Troubleshooting

Communication

Incident management

Education

Tertiary qualification

Tools

ServiceNow

Job description

MicroSourcing is hiring a Service Desk Specialist to support Enterprise customers with incident management and service requests. The role focuses on first-touch resolution, strong ticket discipline, and clear communication with high-level clients.

You will work onsite at BGC, Taguig, following a day-shift roster and collaborating with internal teams to ensure prompt, effective issue resolution and customer satisfaction.