Sr Systems Administrator

Discover your 100% YOU with MicroSourcing!

Position: IT Service Desk Analyst

Location: Philippines

Work setup & shift: Remote

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 an IT Service Desk Analyst, you will:

Provide high-quality remote IT support via phone and email as part of a global IT support team.

Troubleshoot, diagnose, and resolve issues related to desktop applications including MS Office 365, Outlook, Citrix, VDI, Windows 10/11, Zoom, Teams, and other enterprise applications.

Manage and support mobile devices and virtualized desktop environments.

Take full ownership of incidents, set expectations, and maintain clear communication with users throughout the incident lifecycle.

Ensure incidents are fully documented in ServiceNow and resolved within agreed service level agreements.

Monitor and manage support queues to ensure prompt action on incoming incidents and service requests.

Produce and maintain knowledge base articles related to IT systems, processes, and incident resolutions.

Identify recurring incidents or trends and collaborate with other IT teams to resolve root causes.

Adhere to Service Desk best practices while maintaining a strong customer-first approach.

Review current working practices and recommend improvements to enhance service delivery and support levels.

Contribute to building and maintaining an effective Global Service Desk team through collaboration, meetings, and continuous service improvement initiatives.

What You Need

Non-negotiables

Experience supporting MS Office 365 and Windows 10/11 environments

Experience supporting Citrix and VDI environments

Experience with Zoom and Microsoft Teams troubleshooting

Experience managing mobile devices and virtual desktop environments

Experience using ServiceNow or similar IT service management platforms

Preferred Skills/expertise

Experience working in a global IT Service Desk or technical support environment

Strong incident management and troubleshooting skills

Experience documenting knowledge base articles and support processes

Ability to identify recurring issues and contribute to root cause analysis

Excellent communication and customer service skills

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.