Senior Service Desk Specialist B2B AU Telco

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

Job Description:

Position:

Senior Service Desk Specialist (B2B AU Telco)

Location:

BGC, Taguig

Work setup & shift:

Onsite | Day shift

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 Enterprise Business Service Centre, responsible for resolving escalations, acting as the technical point of contact for complex incidents and projects, and serving as the initial Subject Matter Expert 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 Major Incident Management 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.
• Triage and resolve tickets on first touch where possible; upscale to internal Technical Assistance Centre (TAC) teams as needed.
• Adhere to established ticket SLAs (call response, ticket response, resolution).
• Monitor and work from internal call and ServiceNow ticketing queues.

Non‑negotiables

What You Need:

• Minimum 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
• 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 (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.

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, 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.

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, visithttps://www.microsourcing.com/

• Terms & conditions apply