Senior B2B Telco Service Desk Lead

MicroSourcing; Taguig; On-site; PHP 600,000 - 1,000,000; Full time

Benefits offered by this job

Healthcare coverage on day one

Paid time-off

Performance bonuses

Career development & training

Job summary

MicroSourcing is hiring a Senior Service Desk Specialist (B2B AU Telco) to join the Enterprise Business Service Centre in Taguig. The role centers on resolving escalations, acting as a technical contact for complex incidents and projects, and training the team on new technologies and processes.

You will manage major incidents, drive continuous improvement, and collaborate with internal teams to ensure timely incident resolution and service delivery excellence in a fast-paced environment.

Qualifications

• 3–5 years experience in a Help Desk/Service Desk environment.
• Bachelor’s degree or relevant business/technical qualifications.
• Proven experience delivering exceptional customer service.
• Strong analytical and technical understanding.
• Familiarity with ITSM processes and tools.

Responsibilities

• Resolve incident/request escalations from the Service Centre team.
• Lead training and documentation for new processes and technologies.
• Provide root cause analysis and remediation for recurring issues.
• Manage major incidents and coordinate with stakeholders.
• Maintain and update internal team processes and documentation.

Skills

Help desk experience

Customer service

ITSM

Technical troubleshooting

Communication

Multitasking

Education

Bachelor’s degree or relevant qualifications

Tools

ServiceNow

Zscaler

Cisco Meraki

MS Teams

Firewalls / F5

Job description

MicroSourcing is hiring a Senior Service Desk Specialist (B2B AU Telco) to join the Enterprise Business Service Centre in Taguig. The role centers on resolving escalations, acting as a technical contact for complex incidents and projects, and training the team on new technologies and processes.

You will manage major incidents, drive continuous improvement, and collaborate with internal teams to ensure timely incident resolution and service delivery excellence in a fast-paced environment.