IT Service Desk Officer (pooling)

MicroSourcing; Manila; On-site; PHP 350,000 - 550,000; Full time

Job summary

MicroSourcing is seeking an experienced IT Service Desk Analyst to join our remote team in the Philippines. You will resolve incidents, provide timely updates, and ensure user satisfaction while supporting a multi-site environment.

The role requires solid Microsoft 365 and Outlook skills, AD administration, and ITIL-aligned service delivery. You will collaborate with cross-functional teams to maintain high service levels and document knowledge resources.

Qualifications

• . Minimum 3 years of experience in a multi-site IT support or Service Desk environment.
• Experience supporting users in a BPO or shared services environment.
• Strong experience supporting Microsoft Outlook and Microsoft 365 applications.
• Hands-on experience with Active Directory administration and user management.
• Strong knowledge of Windows operating environments and desktop support.
• Experience working within an ITIL-aligned service delivery framework.
• Advanced experience using Service Desk management tools such as ServiceNow, BMC Remedy, ManageEngine, or similar platforms.
• Excellent verbal and written communication skills with the ability to support stakeholders at all organizational levels.
• Strong customer service orientation and commitment to delivering positive user experiences.
• Ability to prioritize workloads, manage competing priorities, and meet deadlines.

Responsibilities

• Resolve incidents and service requests efficiently while ensuring adherence to service level agreements.
• Provide clear and timely communication to customers regarding the status and progress of incidents and requests.
• Ensure customer satisfaction before closing tickets and service requests.
• Collaborate with technical teams and subject‑matter experts to achieve timely issue resolution.
• Deliver a high standard of customer service and build strong working relationships with internal stakeholders.
• Provide technical advice, guidance, and support to end users across multiple business locations.
• Assist customers in effectively utilizing IT systems, applications, and services.
• Contribute to the maintenance and improvement of customer self‑help documentation and knowledge resources.
• Maintain technical and functional knowledge of business systems, infrastructure, and support processes.
• Create and update knowledge base articles, technical documentation, and operational procedures.
• Actively participate in IT Service Desk initiatives, projects, and continuous improvement activities.
• Support innovation by identifying opportunities to improve systems, processes, and service delivery.
• Participate in cross‑functional teams and collaborate with broader IT functions to achieve business objectives.
• Support a multi‑site IT environment and contribute to the delivery of 24/7 IT support services.

Skills

Service Desk

Customer support

Communication

Time management

Prioritization

Multisite support

24/7 support

Collaboration

Problem solving

Customer experience

Education

Diploma or certificate in Information Technology

Tools

ServiceNow

BMC Remedy

ManageEngine

SharePoint administration

Job description

Job Details

Location: Metro Manila, Philippines
Type: Full‑time
Work setup & shift: Remote

Benefits

• Competitive rewards: above‑market compensation, healthcare coverage on day one (free up to one dependent only), paid time off with cash conversion, and group life insurance.
• Collaborative spirit: participate in company‑sponsored events and activities.
• Work‑life harmony: flexible work arrangements.
• Career growth: continuous learning and advancement opportunities.
• Inclusive teamwork: a culture that celebrates diversity.

Responsibilities

• Resolve incidents and service requests efficiently while ensuring adherence to service level agreements.
• Provide clear and timely communication to customers regarding the status and progress of incidents and requests.
• Ensure customer satisfaction before closing tickets and service requests.
• Collaborate with technical teams and subject‑matter experts to achieve timely issue resolution.
• Deliver a high standard of customer service and build strong working relationships with internal stakeholders.
• Provide technical advice, guidance, and support to end users across multiple business locations.
• Assist customers in effectively utilizing IT systems, applications, and services.
• Contribute to the maintenance and improvement of customer self‑help documentation and knowledge resources.
• Maintain technical and functional knowledge of business systems, infrastructure, and support processes.
• Create and update knowledge base articles, technical documentation, and operational procedures.
• Actively participate in IT Service Desk initiatives, projects, and continuous improvement activities.
• Support innovation by identifying opportunities to improve systems, processes, and service delivery.
• Participate in cross‑functional teams and collaborate with broader IT functions to achieve business objectives.
• Support a multi‑site IT environment and contribute to the delivery of 24/7 IT support services.

Qualifications (Non‑negotiables)

• Minimum 3 years of experience in a multi‑site IT support or Service Desk environment.
• Previous experience supporting users within a BPO or shared services environment.
• Strong experience supporting Microsoft Outlook and Microsoft 365 applications.
• Hands‑on experience with Active Directory administration and user management.
• Strong knowledge of Windows operating environments and desktop support.
• Experience working within an ITIL‑aligned service delivery framework.
• Advanced experience using Service Desk management tools such as ServiceNow, BMC Remedy, ManageEngine, or similar platforms.
• Excellent verbal and written communication skills with the ability to support stakeholders at all organizational levels.
• Strong customer service orientation and commitment to delivering positive user experiences.
• Ability to prioritize workloads, manage competing priorities, and meet deadlines.

Preferred Skills / Expertise

• Diploma or certificate qualification in Information Systems, Information Technology, or a related discipline.
• Exposure to supporting Australian and New Zealand‑based users and operations.
• Experience mentoring, coaching, or training colleagues and end users.
• Knowledge of SharePoint administration and support.
• Experience supporting Cisco Call Manager environments.
• Exposure to Citrix technologies and virtual desktop environments.
• Experience contributing to knowledge management initiatives and technical documentation.
• Strong problem‑solving skills with a continuous improvement mindset.
• Ability to remain calm and effective when managing high‑priority incidents and escalations.
• Experience working within a 24/7 support environment.