IT Helpdesk Analyst

MicroSourcing; Manila; Hybrid; PHP 240,000 - 420,000; Full time

Benefits offered by this job

Competitive rewards

Healthcare coverage on day one

Paid time-off with cash conversion

Group life insurance

Performance bonuses

Flexible work arrangements

Career growth

Inclusive team culture

Job summary

MicroSourcing is seeking a Technical Support Specialist / IT Helpdesk Analyst for its Mall of Asia office in Pasay City. The role is hybrid with shifting hours, working on global enterprise software support and incident resolution.

The candidate should have proven experience in technical support, strong SQL and HTML basics, and excellent English communication. The team emphasizes collaboration, learning, and ongoing growth within a diverse, inclusive culture.

Qualifications

• Experience in a technical support, help desk, or similar customer-facing technical role.
• Knowledge of SQL, particularly in creating read queries.
• Understanding of web technologies and basic technical troubleshooting.
• Strong verbal and written English communication skills.
• Strong interpersonal and customer service skills with a focus on customer satisfaction.
• Effective analytical, problem-solving, and decision-making skills.
• Strong knowledge of Microsoft Excel.
• Willingness to work a shifting schedule and participate in on-call support rotation.
• Willingness to work on a hybrid setup in Mall of Asia, Pasay City.
• Knowledge of HTML.
• Understanding of the Software Development Life Cycle (SDLC).
• Experience working with software developers and QA teams.
• Interest in learning new software and recommending technology improvements.
• Knowledge of an additional language aside from English is an advantage.

Responsibilities

• Serve as a subject matter expert for global enterprise software solutions.
• Troubleshoot technical issues, investigate root causes, and develop effective solutions for clients.
• Manage reported issues from initial assessment through resolution while keeping stakeholders updated.
• Collaborate with developers and QA teams when escalating complex technical issues.
• Identify tasks, software bugs, and opportunities for product improvements.
• Communicate timely and professional updates to clients and internal stakeholders.
• Follow up with stakeholders to ensure issues are properly addressed and resolved.
• Conduct technical investigations independently or collaboratively with the team.
• Identify client training opportunities and contribute to knowledge-sharing initiatives.
• Participate in the team's on-call support rotation.
• Stay current with new technologies and continuously develop knowledge of enterprise software solutions.

Skills

English communication

Troubleshooting

Customer service

Analytical thinking

Team collaboration

Microsoft Excel

Education

Post-secondary education in Computer Science or related field

Tools

SQL

HTML

Job description

Technical Support Specialist

Position: IT Helpdesk Analyst

Location: Mall of Asia, Pasay City

Work setup & shift: Hybrid | Shifting schedule

Discover your 100% YOU with 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 IT Helpdesk Analyst, you will:

• Serve as a subject matter expert for global enterprise software solutions.
• Troubleshoot technical issues, investigate root causes, and develop effective solutions for clients.
• Manage reported issues from initial assessment through resolution while keeping stakeholders updated.
• Collaborate with developers and QA teams when escalating complex technical issues.
• Identify tasks, software bugs, and opportunities for product improvements.
• Communicate timely and professional updates to clients and internal stakeholders.
• Follow up with stakeholders to ensure issues are properly addressed and resolved.
• Conduct technical investigations independently or collaboratively with the team.
• Identify client training opportunities and contribute to knowledge-sharing initiatives.
• Participate in the team's on-call support rotation.
• Stay current with new technologies and continuously develop knowledge of enterprise software solutions.

Non-negotiables

• Experience in a technical support, help desk, or similar customer-facing technical role.
• Knowledge of SQL, particularly in creating read queries.
• Understanding of web technologies and basic technical troubleshooting.
• Strong verbal and written English communication skills.
• Strong interpersonal and customer service skills with a focus on customer satisfaction.
• Effective analytical, problem-solving, and decision-making skills.
• Strong knowledge of Microsoft Excel.
• Tech-savvy with a willingness to learn new technologies and software.
• Willingness to work a shifting schedule and participate in on-call support rotation.
• Willingness to work on a hybrid setup in Mall of Asia, Pasay City.

Preferred Skills/expertise

• Post-secondary education in Computer Science or a related field.
• Knowledge of HTML.
• Understanding of the Software Development Life Cycle (SDLC).
• Experience working with software developers and QA teams.
• Interest in learning new software and recommending technology improvements.
• Knowledge of an additional language aside from English is an advantage.

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