ICT Helpdesk Analyst

About the role

MicroSourcing is looking for an ICT Helpdesk Analyst to join its hybrid mid‑shift team at the Mall of Asia in Pasay City. You will be the first point of contact for end‑users, handling hardware, software and account issues while ensuring smooth service delivery.

Key responsibilities

• Monitor and manage the Helpdesk ticket queue, including triage, assignment, escalation and resolution.
• Provide first‑line support and first‑call resolution for hardware, software and end‑user issues.
• Administer user accounts in Active Directory, Microsoft Entra ID and Exchange Online.
• Configure and troubleshoot Windows 11 desktops, laptops and Microsoft 365 applications.
• Liaise with third‑party vendors and keep end‑users informed throughout the support lifecycle.
• Document detailed information for escalated issues and contribute to continuous improvement of ICT service delivery.
• Ensure compliance with company ICT policies, standards and ITIL‑aligned procedures.

Required profile

• Qualification in Computer Science, Information Technology or a related discipline.
• Minimum 2 years experience in a Service Desk, Helpdesk or End‑User Support role.
• Experience supporting and administering Windows 11 desktops and laptops.
• Experience working in an Active Directory/Microsoft Entra ID managed environment.
• Experience supporting Microsoft 365 applications and using ITSM/Service Desk tools in an ITIL‑aligned environment.

Required skills

• Active Directory
• Microsoft Entra ID
• Exchange Online
• Windows 11
• Microsoft 365 applications
• ITSM/Service Desk tools
• ITIL‑aligned processes

What we offer

• Above‑market compensation and performance bonuses.
• Healthcare coverage from day one, including dependents.
• Paid time‑off with cash conversion and group life insurance.
• Flexible hybrid work arrangements and a collaborative, inclusive culture.
• Opportunities for continuous learning and career advancement.