Discover your 100% YOU with MicroSourcing!
Position: IT Helpdesk Analyst
Location: Mall of Asia, Pasay
Work setup & shift: Hybrid | Shifting
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 IT Helpdesk Analyst, you will:
Serve as a subject matter expert for global, enterprise-level software solutions.
Troubleshoot technical issues, perform root cause analysis, and deliver effective resolutions to clients.
Manage support tickets from initial reporting through to resolution, ensuring SLA compliance.
Escalate complex issues to Development and QA teams with clear documentation and reproduction steps.
Identify recurring bugs, enhancement opportunities, and process improvements.
Provide timely, detailed, and professional updates to stakeholders.
Conduct independent or collaborative investigations to resolve technical incidents.
Participate in on-call support rotation as required.
Identify training opportunities to improve client adoption and user proficiency.
Maintain thorough documentation of issues, resolutions, and knowledge base updates.
What You Need
Non-negotiables
Experience in a technical support or help desk role supporting enterprise software
Working knowledge of SQL, including the ability to create and execute read queries
Understanding of web technologies and system integrations
Strong proficiency in English (verbal and written communication)
Strong analytical, problem-solving, and decision-making skills
Advanced Microsoft Excel skills
Tech-savvy mindset with strong willingness to learn new systems and tools
Post-secondary education in Computer Science or a related field
Preferred Skills/expertise
Knowledge of HTML
Understanding of the Software Development Life Cycle (SDLC)
Experience working with global stakeholders or enterprise clients
Ability to speak a second language beyond English
Strong interpersonal skills with a customer-first orientation
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.
