Hybrid Night-Shift IT Helpdesk Coordinator

MicroSourcing; Manila; Hybrid; PHP 446,000 - 625,000; Full time

Benefits offered by this job

Healthcare from day one

Performance bonuses

Paid time-off

Job summary

MicroSourcing in Ortigas, Pasig, invites an IT Service Desk Coordinator to join a hybrid night-shift team. You will be the first point of contact for all help desk calls, delivering professional, client-centric responses.

You will log tickets, process Datto requests, acknowledge clients within 15 minutes, route issues to Tier 1–3 engineers, coordinate calendars, monitor travel times, and perform post-service checks to ensure timely resolutions.

Qualifications

• Senior-level, highly fluent English proficiency 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.

Responsibilities

• 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 acknowledgments 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.

Skills

Fluent English

Client-facing

Phone presence

Job description

MicroSourcing in Ortigas, Pasig, invites an IT Service Desk Coordinator to join a hybrid night-shift team. You will be the first point of contact for all help desk calls, delivering professional, client-centric responses.

You will log tickets, process Datto requests, acknowledge clients within 15 minutes, route issues to Tier 1–3 engineers, coordinate calendars, monitor travel times, and perform post-service checks to ensure timely resolutions.