Helpdesk Coordinator - Hybrid, Night Shift, MSP

MicroSourcing International; Manila; Ibrido; PHP 290.000 - 424.000; Tempo pieno

Vantaggi offerti da questo lavoro

Competitive rewards

Healthcare coverage

Paid time off with cash conversion

Group life insurance

Performance bonuses

Collaborative culture

Flexible work

Career growth

Inclusive culture

Descrizione del lavoro

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.

Competenze

• 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.

Mansioni

• 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.

Conoscenze

Fluent English

Client-facing

Phone communication

Hyper-organized

Multi-tasking

Descrizione del lavoro

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.