IT Helpdesk Analyst

MicroSourcing International; Manila; Hybrid; PHP 312,000 - 469,000; Full time

Benefits offered by this job

Healthcare coverage on day one

Time off with cash conversion

Group life insurance

Performance bonuses

Job summary

MicroSourcing is seeking an IT Helpdesk Analyst in Ortigas, Pasig, operating on a hybrid arrangement with night shifts. You will serve as the frontline contact, log and categorize tickets, and coordinate with engineers to resolve issues efficiently.

The role emphasizes client-facing communication with international clients and strong IT fundamentals. The position offers a pathway for growth within a collaborative environment supported by competitive rewards and inclusive culture, with a focus on

Qualifications

• Highly fluent English (written and spoken) with a professional phone presence.
• Strong client-facing capability with comfort speaking daily to international clients.
• Entry-level IT Engineer or technical helpdesk background.
• Foundational IT concepts and terminology (desktop support, basic networking, ticketing systems).
• Hyper-organized 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 IT terminology to route tasks to 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 (oral & written)

Client-facing

Entry-level IT background

IT concepts basics

Ticketing systems

Tools

Datto ticketing tool

Job description

Discover your 100% YOU with MicroSourcing!

Position: IT Helpdesk Analyst

Location: Ortigas, Pasig

Work setup & shift: Hybrid | Night shift

Why join MicroSourcing?

• 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 IT Helpdesk Analyst, you will: 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.

What You Need

Non-negotiables

• Senior-level, highly fluent English proficiency (both written and verbal) 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.

Preferred Skills/expertise

• Prior experience in a high-volume Service Desk, MSP, or IT dispatching environment.
• Persistence with engineer follow-ups to ensure background work is communicated and tickets progress without delay.

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 https://www.microsourcing.com/

• Terms & conditions apply