Service Desk Specialist (B2B AU Telco)

Discover your 100% YOU with MicroSourcing!

Position: 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 Australian telco space; a company committed to redefining customer experiences and pushing the boundaries of digital innovation.

Our client serves mid-market to large enterprise customers and is committed to building a sustainable, high-performance environment in the Philippines. We partner with our client to foster an inclusive culture that attracts, develops, and retains top talentcreating an exceptional place to work while enabling the delivery of a world class service centre.

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 Service Desk Specialist is responsible for delivering industry-leading customer service to all Enterprise customers by managing incidents and service requests. This high-performing team sets the benchmark for customer support across the business. Key aspects of the role include providing dedicated, support via telephone and digital channels, communicating confidently with high-level business clients and internal stakeholders, demonstrating significant technical aptitude and drive, exercising autonomy and quick decision-making to support both customer experience and processes, managing a diverse range of technologies, including Mobile, Contact Centre, Security, and Network products, and ensuring customer satisfaction through prompt and appropriate issue resolution.

Your Role:

As a Service Desk Specialist, you will:

• Take initial ownership of all Enterprise customer incidents and service requests.
• Triage and resolve tickets on first touch where possible; escalate to internal managed services Tier 1 and Tier 2 teams as needed.
• Adhere to established ticket SLAs (call response, ticket response, resolution).
• Monitor and work from internal call and ServiceNow ticketing queues.
• Liaise with internal Technical Assistance Centre, Financial Services Industry, and Client Delivery teams.
• Manage customer expectations and communication for all tickets.
• Ensure all internal process and technical documentation is up to date and accurate.
• Understand and adhere to escalation processes for core technologies and services (internal Major Incident Management/MIM, external vendor, or internal stakeholder).
• Participate in and provide input to new product and service updates.
• Ensure ultimate customer satisfaction via clear, constant communication and accurate ticket management.
• Ensure adequate and accurate handover to following shift.
• Adhere to the operating roster, including onsite and after-hours requirements.
• Make decisions under own authority to understand customer requirements and ensure appropriate resolution to incidents.
• Escalate any queries that require Senior Client Executive approval or endorsement.

What You Need:

Non-negotiables

• Minimum of 1-2 years work experience in a Service Desk or Incident Management environment.
• Proven experience in delivering exceptional customer service
• Proven experience in commercial ITSM tools such as ServiceNow
• Strong proficiency in troubleshooting and resolving hardware, software, and network issues
• Excellent communication and interpersonal skills gained in a customer service environment

Preferred skills/expertise:

• Ability to resolve routine incidents and requests
• Willingness to follow established procedures and escalate when needed
• Developing knowledge of service management practices
• Ability to work under guidance and support from senior staff
• Typically, tertiary qualification or relevant business/technical qualifications
• Understanding of ICT, Mobile, and Voice Technologies
• Practical experience in managing and delivering to Service Management disciplines
• Demonstrated analytical skills and ability to understand technical concepts
• Track record of being a team player in a changing, high-performing environment

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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, visithttps://www.microsourcing.com/

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