Senior IT Service Desk Specialist - Day Shift

MicroSourcing; Manila; On-site; PHP 334,800 - 580,320; Full time

Benefits offered by this job

Healthcare coverage on day one (up to

Job summary

MicroSourcing in the Philippines seeks an IT Service Desk professional to join our Eastwood, Quezon City team for onsite Day Shift support. You will handle incidents and requests, while delivering clear communications and maintaining service levels across multiple sites.

You will work with IT teams to resolve issues, update knowledge resources, and support end users on Microsoft Outlook/365, AD, and related business systems. A strong focus on customer service and collaboration is required.

Qualifications

• 3+ years in a multi-site IT support or Service Desk environment.
• Experience supporting users in a BPO or shared services setting.
• Strong experience with Outlook and Microsoft 365 applications.
• Hands-on Active Directory administration and user management.
• Familiarity with ITIL-aligned service delivery and incident handling.
• Proficiency with ServiceNow, BMC Remedy, or ManageEngine tooling.

Responsibilities

• Resolve incidents and service requests efficiently while meeting SLAs.
• Provide clear, timely communication to customers about status and progress.
• Ensure customer satisfaction before closing tickets and requests.
• Collaborate with technical teams and SMEs to resolve issues quickly.
• Deliver high-quality customer service and build strong stakeholder relationships.
• Maintain knowledge base articles, documentation, and procedures.
• Participate in IT Service Desk initiatives and continuous improvement.
• Support a multi-site environment with 24/7 IT service delivery.

Skills

Customer service

Verbal and written communication

Incident management

ITIL framework

Multi-site support

Microsoft Outlook & MS 365

Education

Diploma or Certificate in Information Systems/IT

Tools

ServiceNow

BMC Remedy

ManageEngine

Active Directory

SharePoint administration

Cisco Call Manager

Citrix

Job description

MicroSourcing in the Philippines seeks an IT Service Desk professional to join our Eastwood, Quezon City team for onsite Day Shift support. You will handle incidents and requests, while delivering clear communications and maintaining service levels across multiple sites.

You will work with IT teams to resolve issues, update knowledge resources, and support end users on Microsoft Outlook/365, AD, and related business systems. A strong focus on customer service and collaboration is required.