Service Desk Analyst
Remote
Job Summary
Provide first-line technical support to internal users via phone, email, and chat. Diagnose and resolve hardware, software, operating system, and basic network-related issues. Escalate complex technical incidents to appropriate support teams while ensuring timely follow-up. Document, update, and maintain accurate incident records within the IT ticketing system. Support user onboarding by setting up devices, accounts, and system access. Assist with IT projects and initiatives as needed. This role operates in a hybrid setup across day, mid, and night shifts at MicroSourcing, the largest offshore managed services provider in the Philippines, fostering an inclusive culture for over 9,000 professionals.
Required Qualifications
- Previous experience in an IT Support, Service Desk, or Help Desk environment
- Working knowledge of Windows OS, Microsoft Office Suite, and common enterprise applications
- Basic understanding of networking concepts and troubleshooting methodologies
- Strong communication, customer service, and interpersonal skills
- Excellent problem-solving skills with the ability to work independently and manage multiple support requests
Desired Qualifications
- Experience using IT service management or ticketing systems
- Exposure to cloud-based platforms and business applications
- Experience supporting user onboarding, account provisioning, and device configuration
- Knowledge of IT service management best practices
- Professional certifications such as CompTIA A+, ITIL Foundation, or Microsoft Certified Professional (MCP)
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