Hybrid Night-Shift Helpdesk Coordinator | Client IT Support

MicroSourcing International; Metro Manila; Hybrid; PHP 201,000 - 312,000; Full time

Benefits offered by this job

Healthcare coverage from day one

Performance bonuses

Paid time-off with cash conversion

Group life insurance

Above-market compensation

Job summary

MicroSourcing is hiring a Helpdesk Coordinator in Ortigas, Metro Manila, with hybrid setup and night shift. You will be the primary contact for help desk calls, log and route tickets, and coordinate engineers while keeping clients updated on ETA and resolution progress.

Ideal candidates bring entry-level IT background and strong English, with organized multi-tasking abilities and experience in a high-volume service desk environment.

Qualifications

• Senior-level, highly fluent English with a professional phone presence.
• Strong client-facing capability, daily communication with international clients.
• Entry-level IT Engineer or technical helpdesk background.
• Foundational understanding of IT concepts and terminology.
• Hyper-organized, detail-oriented, able to manage multi-tasking.

Responsibilities

• Serve as the primary first point of contact for all incoming help desk phone calls.
• Log detailed tickets for voice requests, process Datto tickets, and send acknowledgements within 15 minutes.
• Evaluate and categorize tickets to route to Tier 1–3 engineers by capacity and skill.
• Coordinate engineer calendars, monitor on-site travel times, update clients on ETAs.
• Conduct post-service check-ins to verify resolution and track time in systems.

Skills

Senior English

Client-facing

Entry-level IT

IT concepts

Hyper-organized

Service Desk experience

Follow-ups with engineers

Job description

MicroSourcing is hiring a Helpdesk Coordinator in Ortigas, Metro Manila, with hybrid setup and night shift. You will be the primary contact for help desk calls, log and route tickets, and coordinate engineers while keeping clients updated on ETA and resolution progress.

Ideal candidates bring entry-level IT background and strong English, with organized multi-tasking abilities and experience in a high-volume service desk environment.