Global IT Helpdesk Analyst – Hybrid, Night Shift

MicroSourcing International; Manila; Hybrid; PHP 312,000 - 469,000; Full time

Benefits offered by this job

Healthcare coverage on day one

Time off with cash conversion

Group life insurance

Performance bonuses

Job summary

MicroSourcing is seeking an IT Helpdesk Analyst in Ortigas, Pasig, operating on a hybrid arrangement with night shifts. You will serve as the frontline contact, log and categorize tickets, and coordinate with engineers to resolve issues efficiently.

The role emphasizes client-facing communication with international clients and strong IT fundamentals. The position offers a pathway for growth within a collaborative environment supported by competitive rewards and inclusive culture, with a focus on

Qualifications

• Highly fluent English (written and spoken) with a professional phone presence.
• Strong client-facing capability with comfort speaking daily to international clients.
• Entry-level IT Engineer or technical helpdesk background.
• Foundational IT concepts and terminology (desktop support, basic networking, ticketing systems).
• Hyper-organized and able to manage multi-tasking and scheduling logistics efficiently.

Responsibilities

• Serve as the primary first point of contact for all incoming help desk phone calls, ensuring immediate, professional, and client-centric responses.
• Log detailed tickets for voice requests, process incoming Datto tickets, and send formal acknowledgments to clients within 15 minutes.
• Evaluate and categorize tickets using IT terminology to route tasks to Tier 1, 2, or 3 engineers based on capacity and skill set.
• Coordinate engineer calendars, monitor on-site travel times, and proactively update clients regarding engineer arrival ETAs.
• Conduct post-service check-ins to verify resolution and ensure accurate time-tracking across all support systems to drive core service desk KPIs.

Skills

Fluent English (oral & written)

Client-facing

Entry-level IT background

IT concepts basics

Ticketing systems

Tools

Datto ticketing tool

Job description

MicroSourcing is seeking an IT Helpdesk Analyst in Ortigas, Pasig, operating on a hybrid arrangement with night shifts. You will serve as the frontline contact, log and categorize tickets, and coordinate with engineers to resolve issues efficiently.

The role emphasizes client-facing communication with international clients and strong IT fundamentals. The position offers a pathway for growth within a collaborative environment supported by competitive rewards and inclusive culture, with a focus on