Senior Service Desk Specialist (B2B AU Telco)

MicroSourcing; Philippines; On-site; PHP 420,000 - 600,000; Full time

Benefits offered by this job

Healthcare on day one

Paid time off

Group life insurance

Performance bonuses

Job summary

MicroSourcing seeks a Senior Service Desk Specialist to join the Enterprise Business Service Centre in Taguig. You will be the escalation point for complex incidents, act as SME for new technologies, and train the team while ensuring timely resolutions.

You will lead major incidents for Enterprise accounts, drive improvements in service delivery, and collaborate with internal teams to maintain high standards of support in a dynamic telco environment.

Qualifications

• Bachelor's degree or equivalent in a relevant field.
• 3–5 years of experience in a Help Desk/Service Desk.
• Experience with ITSM tools (ServiceNow).
• Strong communication and technical understanding.

Responsibilities

• Resolve incident and request escalations from the Service Centre.
• Lead training and documentation for new processes and technologies.
• Deliver technical training for new technologies/services to the team.
• Provide root cause analysis and remediation for recurring incidents.
• Lead major incidents from a Service Centre perspective and coordinate with stakeholders.

Skills

Customer service

Analytical skills

Communication skills

Multitasking

Education

Bachelor's degree

Tools

ServiceNow

Zscaler

Cisco Meraki

Job description

Discover your 100% YOU with MicroSourcing!

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

• 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; escalate 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

• 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, visit https://www.microsourcing.com/

• Terms & conditions apply