Senior Service Desk Specialist

MicroSourcing; Taguig; On-site; PHP 600,000 - 900,000; Full time

Benefits offered by this job

Healthcare on day one

Family health coverage

Paid time-off with cash conversion

Group life insurance

Performance bonus

Job summary

MicroSourcing, based in BGC, Taguig, is hiring a Senior Service Desk Specialist to act as the escalation point for the EB Service Centre and to resolve complex incidents. The role includes training the team, managing major incidents for Enterprise accounts, and driving continuous improvement in service delivery.

You will be the SME for new technologies, collaborate with internal stakeholders, and support incident management, reporting, and documentation.

Qualifications

• Minimum 2 years’ experience in a Help Desk/Service Desk environment.
• Tertiary qualification (University Degree/TAFE Diploma) or relevant business/technical qualifications.
• Proven experience delivering exceptional customer service.
• Demonstrated analytical skills and technical understanding.
• Practical experience in service management disciplines.
• Understanding of ICT, Mobile, Voice, Data, and related technologies.
• Experience with ITSM tools (e.g., ServiceNow).
• Strong troubleshooting skills for hardware, software, and network issues.
• Excellent communication, interpersonal, and listening skills.
• Ability to manage multiple priorities and deadlines.
• Team player in a high-performing environment.

Responsibilities

• Action and resolve incident/request escalations from the Service Centre team or management.
• Lead training and documentation for new business processes and technologies.
• Deliver technical training for new technologies/services to the team.
• Report on recurring incidents and provide root cause analysis and remediation.
• Lead from a Service Centre perspective on major incidents or outages affecting Enterprise customers, collaborating with internal stakeholders.
• Drive ticket management and ensure timely updates/resolutions.
• Own and resolve complex queries from Client Delivery or internal stakeholders.
• Maintain and update internal team processes and documentation.

Skills

Help Desk experience

Customer service

Analytical skills

ITSM concepts

Communication skills

Multi-priority management

Team player

Education

University degree/TAFE diploma

Tools

ServiceNow

Zscaler

Cisco Meraki

MS Teams

F5 Load Balancer

Firewalls (Cisco/Juniper/Checkpoint/Palo Alto)

Job description

Discover your 100% YOU with MicroSourcing!

Position: Senior Service Desk Specialist

Location: BGC, Taguig

Work setup & shift: Onsite | Dayshift

Why join 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: Experience a culture that values your time, offering a balanced schedule and team-driven initiatives designed to help you enjoy life beyond work.
• 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.

Be a part of something big at MicroSourcing! We're building a new team to support a dynamic challenger in the telco space, a company committed to redefining customer experiences and pushing the boundaries of digital innovation. This is your chance to contribute to projects that connect millions nationwide while working with cutting-edge technology. Join us on this exciting journey and grow your career with a company that's at the forefront of the telecommunications industry!

Job Summary

The Senior Service Desk Specialist is the escalation point for the EB Service Centre, responsible for resolving escalations, acting as the technical point of contact for complex incidents and projects, and serving as the initial SME for new technologies and processes. The role includes delivering training and documentation to the team, managing major incidents, and acting as a conduit between the Service Centre and the internal MIM team for outages impacting Enterprise accounts. The position also involves problem management, reporting, and driving continuous improvement in service delivery. The Senior Specialist may act as delegate for the Team Leader as required.

Your Role

As a Senior Service Desk Specialist, you will:

• Action and resolve incident/request escalations from the Service Centre team or management.
• Lead training and documentation for new business processes and technologies.
• Deliver technical training for new technologies/services to the team.
• Report on recurring incidents and provide root cause analysis and remediation.
• Lead from a Service Centre perspective on major incidents or outages affecting Enterprise customers, collaborating with internal stakeholders.
• Drive ticket management and ensure timely updates/resolutions.
• Own and resolve complex queries from Client Delivery or internal stakeholders.
• Maintain and update internal team processes and documentation.

Non-negotiables

What You Need:

• Minimum 2 years’ experience in a Help Desk/Service Desk environment
• Tertiary qualification (University Degree/TAFE Diploma) or relevant business/technical qualifications
• Proven experience delivering exceptional customer service
• Demonstrated analytical skills and technical understanding
• Practical experience in service management disciplines
• Understanding of ICT, Mobile, Voice, Data, and related technologies
• Experience with ITSM tools (e.g., ServiceNow)
• Strong troubleshooting skills for hardware, software, and network issues
• Excellent communication, interpersonal, and listening skills
• Ability to manage multiple priorities and deadlines
• Team player in a high-performing environment

Preferred Skills/expertise

• Understanding of Event Management and ITIL Framework
• Experience with Zscaler, Cisco Meraki, MS Teams, Contact Centre
• Cisco Switching & Routing, SDWAN, and related certifications (e.g., CCNA, CMNE-F, Fortinet NSE 1/2)
• Experience with F5 Load Balancer, Cisco/Juniper/Checkpoint/Palo Alto Firewalls
• Understanding of cellular technologies (3G/4G/5G)
• Strong negotiation and influencing skills

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