IT Helpdesk Coordinator — Night Shift, Hybrid Role

MicroSourcing International; Manila; Hybrid; PHP 335,000 - 502,000; Full time

Benefits offered by this job

Healthcare coverage on day one

Dependents coverage

Paid time-off with cash conversion

Group life insurance

Performance bonuses

Job summary

MicroSourcing is seeking an IT Helpdesk Coordinator to be the first point of contact for incoming calls, log and classify tickets, and route work to Tier 1–3 engineers. You will coordinate engineers, monitor travel times, and keep clients updated with ETA. The role requires strong English and client-facing skills.

Hybrid work arrangement in Ortigas/Pasig, with night shifts and opportunities to grow in a large MSP environment. Competitive rewards and a path for career advancement are offered.

Qualifications

• Senior-level, fluent English with professional phone presence.
• Strong client-facing capability with international clients.
• Entry-level IT Engineer or technical helpdesk background.
• Foundational IT concepts (desktop support, basic networking, ticketing).
• Hyper-organized, detail-oriented, able to manage multitasking and scheduling.
• Experience in high-volume Service Desk, MSP, or IT dispatching environments.
• Persistence with engineer follow-ups to ensure progress.

Responsibilities

• As IT Helpdesk Coordinator, serve as the primary first point of contact for all incoming help desk calls, ensuring professional, client-centric responses.
• As logged tickets for voice requests, process incoming Datto tickets, and send acknowledgements within 15 minutes.
• As evaluate and categorize tickets using IT terminology to route tasks to Tier 1–3 engineers.
• As coordinate engineer calendars, monitor on-site travel times, and update clients on ETA.
• As conduct post-service check-ins to verify resolution and ensure accurate time-tracking.

Skills

Fluent English (oral and written)

Client-facing communication

IT helpdesk background

Ticketing systems

Multi-tasking & scheduling

Datto tickets

Tools

Datto tickets

Job description

MicroSourcing is seeking an IT Helpdesk Coordinator to be the first point of contact for incoming calls, log and classify tickets, and route work to Tier 1–3 engineers. You will coordinate engineers, monitor travel times, and keep clients updated with ETA. The role requires strong English and client-facing skills.

Hybrid work arrangement in Ortigas/Pasig, with night shifts and opportunities to grow in a large MSP environment. Competitive rewards and a path for career advancement are offered.