IT Service Desk Officer | Eastwood/Day Shift

Discover your 100% YOU with MicroSourcing!

Position: IT Service Desk Officer

Location: 1880, Eastwood, Libis, Quezon City

Work setup & shift: Onsite | Day shift

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 IT Service Desk Officer, You Will

Incident and Request Resolution

• Ensure incidents, and requests are dealt with efficiently and in a timely manner;
• Carry out clear and regular progress communications to customers during the resolution of all incidents and requests;
• Ensure the customer is satisfied before closing requests and incidents;
• Engage and work with other technical experts and resources to ensure timely resolution of incidents and fulfillment of requests
  
  

High-involvement team member

• Actively contribute to the success of Group IT’s and Service Desk initiatives and goals;
• Include, engage, support and share information with other members within other IT functions;
• Participate in cross-functional teams and user forums towards achieving broader company objectives
  
  

Customer Service

• Deliver a high standard of customer service;
• Work with customers to understand and meet requirements;
• Build relationships with customers;
• Provide assistance to customers to utilise IT systems and information;
• Provide IT advice, guidance and support to customers;
• Contribute to maintaining up-to-date Customer Self Help documentation
  
  

Internal consultant/ technical expert

• Maintain a technical and functional knowledge of Monadelphous systems and infrastructure;
• Contribute to maintaining an up-to-date knowledge base, documentation, and work procedures to support IT services
  
  

Innovation and Continuous Improvement

• Contribute to the identification and implementation of new initiatives or improvements for systems, providing support to production during the transition processes.
• Support and encourage others to adopt innovative approaches and acceptance of change
  
  

What You Need:

Non-negotiables

• Minimum of 3 years’ experience in a multi-site IT support environment
• Prior experience within the BPO industry (experience in the AU is a plus!)
• Knowledgeable in Outlook and Office 365, Active Directory, Windows Operating Environments, Alignment to the ITIL Service Delivery framework, SharePoint, Cisco Call Manager, Citrix
• Windows 11 would be a plus
• Advanced use of Service Desk management software to manage call queues (preferably Service Now, but other major systems such as BMC Remedy, ManageEngine, etc.) Desirable
  
  

Preferred Skills/expertise

• Extremely customer focused
• Great English comm skills
  
  

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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.

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