Service Desk Analyst

Discover your 100% YOU with MicroSourcing!

Position: Service Desk Analyst

Location: Eastwood, Quezon City

Work setup & shift: Onsite | Night Shift

Why join MicroSourcing?

Youll 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 Service Desk Analyst, you will:

• Monitor and manage the daily service ticket queue to ensure timely action and resolution
• Work through aging and stalled tickets, ensuring consistent follow-ups and closure
• Communicate with clients via email, phone, and text to gather updates and keep issues moving
• Handle Tier 1 to Tier 1.5 technical support issues including workstation, login, email, and printer troubleshooting
• Escalate complex or sensitive technical issues to appropriate internal or vendor teams
• Coordinate with third-party vendors by opening tickets, joining support calls, and ensuring resolution follow-through
• Support HIPAA and compliance-related workflows by coordinating with vendors and clients on required tasks
• Track completion of compliance requirements, including documentation, attestations, scans, and reports
• Maintain accurate inventory records across tools such as Huntress, Beachhead, and related platforms
• Ensure all tickets and tasks are properly documented with clear, detailed notes
• Proactively follow up with clients and stakeholders to prevent delays or missed requirements
  
  

What You Need

Non-negotiables

• Strong written and spoken English communication skills
• Experience in a service desk or ticketing environment
• Basic remote IT support experience
• Experience supporting Windows 11 environments
• Willingness to work onsite in Eastwood, Quezon City on a night shift schedule
• Strong attention to detail with a process-driven and organized approach
• Ability to work independently and escalate appropriately when needed
  
  

Preferred Skills/expertise

• Experience with Windows Server troubleshooting and administration
• Familiarity with Cisco Meraki environments
• Experience supporting Microsoft 365 environments
• Experience with Google Workspace administration or support
• Experience troubleshooting printers and network printing issues
• MSP (Managed Service Provider) experience
• Exposure to HIPAA or compliance-related coordination workflows
• Experience working with vendors in a technical support capacity
  
  

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 companys strength lies in our peoples 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 – its our commitment. Our way of life. Here, we dont just accept your unique authentic self - we celebrate it, valuing every individuals 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.

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