Service Desk Analyst (MSP) - Office based - Manila
Outsourced. ph is a leading ISO-certified Philippines offshore outsourcing company that provides dedicated remote staff to some of the world's leading international companies. Outsourced is recognized as one of the Best Places to Work and has achieved Great Place to Work Certification.
We are committed to providing a positive and supportive work environment where all staff can thrive. As an Outsourced staff member, you will enjoy a fun and friendly working environment, competitive salaries, opportunities for growth and development, work-life balance, and the chance to share your passion with a team of over 1,000 talented professionals
Job Summary:We are looking for a proactive and customer-focused IT Helpdesk Support professional to join our team. The role involves delivering first-level technical support to a range of clients, primarily based in Australia. Support is provided via phone and remote tools, with a strong emphasis on Office 365 and Active Directory administration.
Previous experience working in a Managed Service Provider (MSP) environment is required.
This position requires excellent communication skills and the ability to work across multiple client environments while maintaining a high level of professionalism and efficiency.
Key Responsibilities:
- Serve as the first point of contact for IT support via phone, email, or remote tools
- Troubleshoot and resolve technical issues, particularly related to Office 365 and Active Directory
- Accurately log, triage, and manage tickets using the helpdesk system
- Escalate unresolved or complex issues to the second-level support team
- Set up accounts and perform user administration tasks
- Deliver basic troubleshooting for hardware and software issues
- Provide remote support to end users, ensuring a seamless experience
- Maintain and update IT documentation, including system and network records
- Document all actions taken and resolutions provided within the ticketing system
- Ensure timely and professional follow-ups on all open tickets
Work Experience Requirements:
- Must have experience working in a Managed Service Provider (MSP) environment
- Strong experience in Office 365 administration (user setup, license management, troubleshooting)
- Solid knowledge of Active Directory (user and group management, permissions, password resets)
- Previous helpdesk or technical support experience required
- Experience supporting Australian clients is a plus
Key Skills:
- Excellent verbal and written English communication skills
- Intermediate to advanced proficiency with Microsoft Office applications
- Strong organisational and multitasking abilities
- Confident and professional phone manner, especially when dealing with international clients
- Ability to remain calm under pressure and solve problems efficiently
- Comfortable working across time zones and supporting clients from Australia
Performance Goals:
- High first-contact resolution rate
- Timely response and closure of tickets
- No unattended or unresolved tickets
- Clear and professional communication with clients, vendors, and internal teams
Must be willing to work Monday to Friday 7 am - 4 pm Manila Time
Must be willing to work in Eastwood office from Day 1
Must be willing to work in shifting schedule if necessary
By clicking on the "I'm Interested" button I hereby allow Outsourced Quality Assured Services, Inc. ("Outsourced") to store and collect my personal information for the purposes of employment application. As such, I agree and authorize Outsourced to collect, store, or continue to use my personal information for the above-stated purpose, and to retain my personal information for a period of 1 year, and for these purposes only.