Helpdesk Coordinator

MicroSourcing; Manila; Hybrid; PHP 290,000 - 424,000; Full time

Benefits offered by this job

Competitive rewards

Healthcare coverage

Paid time off with cash conversion

Group life insurance

Performance bonuses

Collaborative culture

Flexible work

Career growth

Inclusive culture

Job summary

MicroSourcing seeks a Helpdesk Coordinator in Ortigas for a hybrid, night-shift role. You will be the first contact for incoming help desk calls, log and route tickets to Tier 1–3 engineers, and coordinate calendars while reporting on service desk KPIs.

You should have senior-level English, strong client-facing skills, and IT fundamentals with ticketing experience. Join a diverse team with growth opportunities.

Qualifications

• Fluent English (written and spoken) at senior level.
• Strong client-facing capability with daily phone communication with international clients.
• Entry-level IT engineer or technical helpdesk background is acceptable.
• Foundational IT concepts and terminology (desktop support, basic networking, ticketing systems).
• Hyper-organized, detail-oriented, and able to manage multiple tasks and scheduling logistics.

Responsibilities

• Serve as the primary first point of contact for all help desk calls and provide professional, client-centric responses.
• Log detailed tickets for voice requests and process Datto tickets with timely acknowledgements (within 15 minutes).
• Evaluate and categorize tickets to route to Tier 1–3 engineers based on capacity and skill.
• Coordinate engineer calendars, monitor on-site travel times, and update clients on ETAs.
• Conduct post-service check-ins to verify resolution and ensure accurate time-tracking across systems.

Skills

Fluent English

Client-facing

Phone communication

Hyper-organized

Multi-tasking

Job description

Discover your 100% YOU with MicroSourcing!

Position: Helpdesk Coordinator

Location: Ortigas

Work setup & shift: Hybrid | Night shift

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 a Helpdesk Coordinator, you will: 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 acknowledgements to clients within 15 minutes. Evaluate and categorize tickets using foundational IT terminology to route tasks to the appropriate 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.

What You Need

Non-negotiables

• Senior-level, highly fluent English proficiency (both written and verbal) with an articulate, confident, and professional phone presence.
• Strong client-facing capability with complete comfort speaking directly on the phone daily with international clients.
• Entry-level IT Engineer or technical helpdesk background.
• Foundational understanding of IT concepts and terminology (e.g., desktop support, basic networking, ticketing systems).
• Hyper-organized, detail-oriented, and able to manage multi-tasking and scheduling logistics efficiently.

Preferred Skills/expertise

• Prior experience in a high-volume Service Desk, MSP, or IT dispatching environment.
• Persistence with engineer follow-ups to ensure background work is communicated and tickets progress without delay.

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