Senior IT Service Desk Analyst

Discover your 100% YOU with MicroSourcing!

Position: Senior IT Service Desk Analyst

Location: Remote, Philippines

Work setup & shift: Work From Home | Night 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 a Senior IT Service Desk Analyst, you will:

• Provide high-quality remote IT support via phone and email as part of a global Service Desk team.
• Troubleshoot, diagnose, and resolve issues involving Microsoft Office 365, Outlook, Windows 10/11, Citrix, VDI, Microsoft Teams, Zoom, and other business-critical applications.
• Manage incidents from initial logging through resolution, ensuring clear communication and exceptional customer service throughout the incident lifecycle.
• Document all incidents, troubleshooting steps, and resolutions in ServiceNow while meeting established service level agreements (SLAs).
• Collaborate with global IT teams to identify recurring issues, contribute to knowledge articles, and drive continuous service improvement initiatives.
  
  

What You Need

Non-negotiables

• Experience providing technical support in a Service Desk or IT Help Desk environment.
• Strong troubleshooting skills supporting Windows 10/11, Microsoft Office 365, Outlook, Microsoft Teams, Zoom, and desktop applications.
• Experience using IT Service Management (ITSM) tools such as ServiceNow or similar ticketing platforms.
• Excellent verbal and written communication skills with a strong customer-first mindset.
• Ability to work independently in a fast-paced environment while managing multiple support requests and meeting SLAs.
  
  

Preferred Skills/expertise

• Experience supporting Citrix, Virtual Desktop Infrastructure (VDI), and remote desktop technologies.
• Experience managing mobile devices using Mobile Device Management (MDM) solutions.
• Knowledge of Active Directory, user account administration, and access management.
• Experience creating and maintaining technical documentation and knowledge base articles.
• Ability to identify recurring issues, perform root cause analysis, and recommend process improvements.
  
  

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 www.microsourcing.com/

Terms & conditions apply.