ICT Helpdesk Analyst

Manatal; Western Visayas; Hybrid; PHP 335,000 - 580,000; Full time

Benefits offered by this job

Healthcare coverage from day one

Performance bonuses

Flexible work arrangements

Career growth opportunities

Inclusive team culture

Job summary

MicroSourcing in Pasay City seeks an ICT Helpdesk Analyst for a hybrid, mid-shift role. You will support users, manage the ticket queue, and ensure service delivery aligns with ITIL processes.

You’ll administer Active Directory/Entra ID, troubleshoot Windows 11 and M365 issues, and coordinate with vendors while maintaining clear end-user communication.

Qualifications

• Bachelor’s degree in Computer Science, Information Technology, or related field.
• Minimum 2 years in a Service Desk, Helpdesk, or End-User Support role.
• Experience supporting Windows 11 desktops and laptops.
• Experience in an Active Directory/Entra ID managed environment.
• Experience with Microsoft 365 applications and ITSM/Service Desk tools in an ITIL-aligned setting.

Responsibilities

• Monitor and manage the Helpdesk ticket queue with triage, assignment, escalation, and resolution of incidents and requests.
• Provide first-line support and first-call resolution for hardware, software, and end-user issues.
• Administer user accounts within Active Directory, Entra ID, and Exchange Online.
• Configure and troubleshoot Windows 11 desktops, laptops, and Microsoft 365 apps.
• Liaise with third-party vendors and service providers and communicate with end users throughout the support lifecycle.

Skills

Windows 11

Active Directory

Microsoft 365

ITSM tools

Education

Computer Science / Information Technology degree

Tools

ITIL tools

Job description

Discover your 100% YOU with MicroSourcing!

Position: ICT Helpdesk Analyst

Location: Mall of Asia, Pasay City

Work setup & shift: Hybrid | Mid Shift

Why join MicroSourcing?

You'll have:

• Competitive Rewards: Enjoy above-market compensation, healthcare coverage on day one, plus one or more dependents, paid time-off with cash conversion, group life insurance, and performance bonuses.
• A Collaborative Spirit: Contribute to a positive and engaging work environment by participating in company-sponsored events and activities.
• Work-Life Harmony: Enjoy the balance between work and life that suits you with flexible work arrangements.
• Career Growth: Take advantage of opportunities for continuous learning and career advancement.
• Inclusive Teamwork: Be part of a team that celebrates diversity and fosters an inclusive culture.

Your Role:

As an ICT Helpdesk Analyst, you will:

• 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.

What You Need:

Non-negotiables

• Qualification in Computer Science, Information Technology, or a 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.

Preferred skills/expertise

• ITIL Foundation Certification, or willingness to obtain certification.
• Experience supporting Microsoft Entra ID, Exchange Online, and cloud-based Microsoft technologies.
• Exposure to cyber security best practices and endpoint management tools.
• Strong problem-solving, troubleshooting, and ticket management discipline.
• Excellent English written and verbal communication skills with a strong customer service focus.

About MicroSourcing

With over 9,000 professionals across 13 delivery centers, MicroSourcing is the pioneer and largest offshore provider of managed services in the Philippines.

Our commitment to 100% YOU

MicroSourcing firmly believes that our company's strength lies in our people's diversity and talent. We are proud to foster an inclusive culture that embraces individuals of all races, genders, ethnicities, abilities, and backgrounds. We provide space for everyone, embracing different perspectives, and making room for opportunities for each individual to thrive.

At MicroSourcing, equality is not merely a slogan - it's our commitment. Our way of life. Here, we don't just accept your unique authentic self - we celebrate it, valuing every individual's contribution to our collective success and growth. Join us in celebrating YOU and your 100%!

For more information, visit MicroSourcing.

*Terms & conditions apply