Discover your 100% YOU with MicroSourcing!
Position: IT Support Analyst
Location: Eastwood, Quezon City
Work setup & shift: Hybrid
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 Application Support Analyst, you will:
Act as the first point of contact for customers, handling cases raised via phone, chat, or support portal.
Triage, log, and categorise incidents accurately within the ticketing system.
Diagnose application-related issues and resolve cases within agreed Organisational Level Agreements (OLA) and Service Level Agreements (SLA).
Escalate complex issues to resolver teams when required, ensuring timely follow-ups and updates to stakeholders.
Maintain clear and consistent communication with customers throughout the ticket lifecycle to ensure positive outcomes.
Develop product expertise in nominated systems and contribute to the Application Support Matrix as a Secondary resource.
Create and update technical documentation, knowledge base articles, and process guides.
Comply with departmental standards, policies, and procedures, and proactively report any process gaps.
Participate in ongoing training and professional development initiatives.
Support additional tasks and projects as directed by departmental leads or managers.
What You Need
Non-negotiables
At least 2+ years of experience in an application support role, or 3+ years of hands-on experience using INX software in an administrative capacity.
Strong verbal and written communication skills.
Proven customer service skills with a strong customer-outcome focus.
Solid understanding of IT concepts, technologies, and terminologies.
Strong analytical and problem-solving skills.
Ability to prioritise tasks effectively and manage time across multiple tickets.
Ability to work independently while knowing when to escalate issues appropriately.
Preferred Skills/expertise
Tertiary qualification in a technology-related discipline.
ITIL certification or knowledge of ITIL processes.
Experience working within structured SLA/OLA environments.
Exposure to incident and escalation management processes.
Experience contributing to knowledge management and documentation improvements.
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.
