Hybrid IT Helpdesk Analyst — Windows & Microsoft 365 Pro

MicroSourcing; Metro Manila; Hybrid; PHP 391,000 - 580,000; Full time

Benefits offered by this job

Healthcare coverage on day one

Performance bonuses

Group life insurance

Paid time-off with cash conversion

Flexible work arrangements

Job summary

MicroSourcing is hiring an IT Helpdesk Analyst to join our hybrid team at Mall of Asia, Pasay City. You will monitor the Helpdesk queue, provide first-line support for Windows 11 devices, Microsoft 365 apps, and AD/Entra ID, and coordinate with vendors. Strong English communication and ITIL-aligned ticket handling are essential.

Grow with a company that values diversity and ongoing learning. Candidates should have a related degree and at least 2 years in a service desk role, ready to deliver

Qualifications

• Qualification in Computer Science or IT or related discipline.
• Minimum 2 years' experience in Service Desk/Helpdesk/End-User Support.
• Experience supporting Windows 11 desktops and laptops.
• Experience with Active Directory/Entra ID managed environments.
• Experience supporting Microsoft 365 apps and ITIL-aligned ITSM tools.

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

English communication

Problem solving

Ticket management

Customer service

Education

Bachelor's degree in CS/IT

Tools

Windows 11

Active Directory

Entra ID

Exchange Online

Microsoft 365

Job description

MicroSourcing is hiring an IT Helpdesk Analyst to join our hybrid team at Mall of Asia, Pasay City. You will monitor the Helpdesk queue, provide first-line support for Windows 11 devices, Microsoft 365 apps, and AD/Entra ID, and coordinate with vendors. Strong English communication and ITIL-aligned ticket handling are essential.

Grow with a company that values diversity and ongoing learning. Candidates should have a related degree and at least 2 years in a service desk role, ready to deliver