Service Desk Analyst

MicroSourcing; Manila; Hybrid; PHP 391,000 - 614,000; Full time

Benefits offered by this job

Healthcare coverage on day one

Paid time-off with cash conversion

Group life insurance

Performance bonuses

Job summary

MicroSourcing in Metro Manila is hiring a Service Desk Analyst to provide first-line technical support to internal users via phone, email, and chat. You will diagnose hardware, software, OS, and basic network issues, escalate complex incidents, and maintain accurate incident records in the ticketing system.

You’ll also help onboard users by setting up devices and access and support IT projects as needed. The role requires strong communication, customer service, and problem-solving abilities,

Qualifications

• Experience in IT Support, Service Desk, or Help Desk environments.
• Working knowledge of Windows OS, Microsoft Office, and common enterprise applications.
• Basic understanding of networking concepts and troubleshooting methodologies.
• Strong communication, customer service, and interpersonal skills.
• Excellent problem-solving skills with the ability to work independently and manage multiple requests.

Responsibilities

• Provide first-line technical support to internal users via phone, email, and chat.
• Diagnose and resolve hardware, software, OS, and basic network issues.
• Escalate complex incidents to appropriate teams and ensure timely follow-up.
• Document, update, and maintain accurate incident records in the IT ticketing system.
• Support user onboarding by setting up devices, accounts, and system access and assist with IT projects as needed.

Skills

Windows OS

Microsoft Office

Networking concepts

Communication skills

Customer service

Interpersonal skills

Tools

Ticketing systems

Job description

Discover your 100% YOU with MicroSourcing!

Position: Service Desk Analyst

Location: Metro Manila

Work setup & shift: Hybrid | Day Shift/MidShift/Night Shift

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: Enjoy the balance between work and life that suits you with flexible work arrangements.
• 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.

Your Role

As An IT Service Desk Analyst, You Will

• Provide first-line technical support to internal users through phone, email, and chat.
• Diagnose and resolve hardware, software, operating system, and basic network-related issues.
• Escalate complex technical incidents to the appropriate support teams while ensuring timely follow-up.
• Document, update, and maintain accurate incident records within the IT ticketing system.
• Support user onboarding by setting up devices, accounts, and system access while assisting with IT projects and initiatives as needed.

What You Need

Non-negotiables

• Previous experience in an IT Support, Service Desk, or Help Desk environment.
• Working knowledge of Windows OS, Microsoft Office Suite, and common enterprise applications.
• Basic understanding of networking concepts and troubleshooting methodologies.
• Strong communication, customer service, and interpersonal skills.
• Excellent problem-solving skills with the ability to work independently and manage multiple support requests.

Preferred Skills/expertise

• Experience using IT service management or ticketing systems.
• Exposure to cloud-based platforms and business applications.
• Experience supporting user onboarding, account provisioning, and device configuration.
• Knowledge of IT service management best practices.
• Professional certifications such as CompTIA A+, ITIL Foundation, or Microsoft Certified Professional (MCP) are highly regarded.

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.