Discover your 100% YOU with MicroSourcing!
Position: Helpdesk Coordinator
Location: Cyberscape Beta, Ortigas, Pasig
Work setup & shift: Hybrid work setup | 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 a Helpdesk Coordinator, You Will- Answer Incoming Helpdesk Tickets and Voice Calls
- Be the first point of contact for incoming Helpdesk calls and Datto tickets
- Create tickets from voice calls
- Send acknowledgement to the client within 15 minutes of receipt, confirming that the ticket has been received and is being assigned
- Assign Service Desk Tickets
- Ensure assignments of tickets to the appropriate Service Desk engineers
- Assign based on engineer skill level, lowest cost, task load, and logistics
- Schedule and Track Engineer On-Site Visits
- Manage engineer schedules
- Send invites to clients and engineers
- Ensure timely arrival
- Follow-Up
- Verify resolutions with the ticket filer
- Conduct Quality Assurance to ensure fulfillment accuracy and timeliness
- Manage Helpdesk KPI Metrics
- Monitor Helpdesk KPI metrics
- Improve Helpdesk KPI metrics
- Monitor Engineer Time & Tracking
- Ensure engineers properly log Helpdesk time in QBO
What You Need:
Non-negotiables
- Must have prior Tier I Engineer experience
- Comfortable handling client interactions and providing a professional, service-oriented approach.
- Highly proficient in both spoken and written English to handle calls, tickets, and client communication.
- Ability to receive, assign, and track incoming tickets efficiently.
- Must be able to follow up with engineers and clients regarding tickets and scheduling tasks.
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/
