Hybrid ICT Helpdesk Analyst - Windows 11 & 365 Support

MicroSourcing; Manila; Hybrid; PHP 424,000 - 670,000; Full time

Benefits offered by this job

Healthcare coverage from day one

Performance bonuses

Paid time-off with cash conversion

Group life insurance

Job summary

MicroSourcing is seeking an ICT Helpdesk Analyst in Pasay City for a hybrid role. You will manage the Helpdesk queue, provide first-line support for Windows 11 devices, and administer Active Directory, Entra ID, and Exchange Online, while liaising with vendors and ensuring ITIL-aligned processes.

Requirements include a CS/IT degree and at least 2 years in a Service Desk or End-User Support role; strong English communication and problem-solving skills are essential.

Qualifications

• Degree in Computer Science, Information Technology, or related discipline.
• Minimum 2 years' experience in a Service Desk, Helpdesk, or End-User Support role.
• Experience supporting and administering Windows 11 desktops and laptops.
• Experience working in an Active Directory/Entra ID managed environment.
• Experience supporting Microsoft 365 applications and using ITSM/Service Desk tools in an ITIL-aligned environment.

Responsibilities

• Monitor and manage the Helpdesk ticket queue, including triage, assignment, escalation, and resolution of incidents and requests.
• Provide first-line support and first-call resolution for hardware, software, and end-user issues where possible.
• Administer user accounts within Active Directory, Microsoft Entra ID, and Exchange Online.
• Configure and troubleshoot Windows 11 desktops, laptops, and Microsoft 365 applications.
• Liaise with third-party vendors and service providers while maintaining clear communication with end users throughout the support lifecycle.
• Document detailed information for escalated issues and contribute to continuous improvement of ICT Service Delivery processes.
• Ensure strict compliance with company ICT policies, standards, and ITIL-aligned procedures.

Skills

Windows 11 support

Active Directory/Entra ID

Microsoft 365

ITIL familiarity

English communication

Ticket management

Education

Bachelor's degree in Computer Science or Information Technology

Tools

ITSM/Service Desk tools

Job description

MicroSourcing is seeking an ICT Helpdesk Analyst in Pasay City for a hybrid role. You will manage the Helpdesk queue, provide first-line support for Windows 11 devices, and administer Active Directory, Entra ID, and Exchange Online, while liaising with vendors and ensuring ITIL-aligned processes.

Requirements include a CS/IT degree and at least 2 years in a Service Desk or End-User Support role; strong English communication and problem-solving skills are essential.