IT Service Coordinator

4 weeks ago

Cagayan de Oro, Philippines MicroSourcing Full time

Overview

IT Service Coordinator (Triage - Dispatch) at MicroSourcing

Location: WFH

Work setup & shift: WFH | Night shift

Start Date: Immediate

Why join MicroSourcing?
  • 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 flexible work arrangements to balance professional and personal commitments.
  • Career Growth: Opportunities for continuous learning and career advancement.
  • Inclusive Teamwork: Be part of a team that celebrates diversity and fosters an inclusive culture.
Your Role
  • Pre-process service requests that arrive through email, manual entry, or direct client input.
  • Act as the single point of contact to the client for all types of service requests.
  • Review and categorize incoming service tickets based on priority, urgency, and complexity.
  • Gather additional information from clients as needed to ensure accurate ticket documentation.
  • Coordinate IT support groups to optimize utilization of billable resources.
  • Schedule internal and onsite resources on the Autotask dispatch portal.
  • Monitor resource schedules to ensure prompt time entry on service requests.
  • Communicate with clients to inform incident progress, impending changes, or outages.
  • Improve client service, perception, and satisfaction; perform post-resolution follow-ups to requests.
  • Ensure fast turnaround of client requests and effective teamwork in communication.
  • Improve usage and productivity of IT support resources.
  • Document all ticket information, including issue details, troubleshooting steps, and client interactions.
  • Update and improve documentation to streamline the triaging process and support continuous improvement.
  • Escalate service requests that cannot be scheduled within agreed service levels.
  • Report utilization of IT Support resources and successful completion of service requests to the Service Manager.
  • Enter all work as service tickets into Autotask.
  • Identify recurring issues and report them to improve resolution processes and reduce incident frequency.
What You Need

Non-negotiables

Demonstrable Experience In One Or More Of The Following
  • Excellent communication skills in English (verbal and written).
  • Understanding of support tools, techniques, and how technology is used in IT MSP services.
  • Basic computer and operating system knowledge.
  • Interpersonal skills: telephony, communication, active listening, and client-care.
  • Ability to multi-task and adapt to changes quickly.
  • Technical awareness: ability to match resources to technical issues appropriately.
  • Service awareness of all organization’s key IT services for which support is being provided.
  • Typing skills for quick and accurate entry of service request details.
  • Self-motivated with the ability to work in a fast-moving environment.
  • Fast, stable internet connection and reliable power with backup.
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 believes that our strength lies in our people’s diversity and talent. We foster an inclusive culture that embraces individuals of all races, genders, ethnicities, abilities, and backgrounds. We celebrate YOU and your 100%

For more information, visit

#J-18808-Ljbffr

  • Administrative & Guest Services Coordinator

    2 weeks ago

    Cagayan de Oro, Northern Mindanao, Philippines MicroSourcing Full time ₱300,000 - ₱450,000 per year

    Discover your 100% YOU with MicroSourcingPosition:Administrative & Guest Services CoordinatorLocation:SM CDO Downtown PremierWork setup & shift:Onsite | Night shiftWhy join MicroSourcing?Competitive Rewards* : Enjoy above-market compensation, healthcare coverage on day one (including one or more dependents), paid time-off with cash conversion, group life...

  • Sales Coordinator

    6 days ago

    Cagayan de Oro, Northern Mindanao, Philippines Patient Care Corporation Full time ₱240,000 - ₱300,000 per year

    Sales Coordinator's main responsibility is to manage sales orders in order to ensure customer satisfaction.Customer Service1. Answers customer (both internal and external) queries regarding prices, stocks, delivery, etc.2. Relays and coordinates pertinent information to customers and all departments: Admin, Finance, Operations and Sales to ensure quality...

  • Maintenance Coordinator

    1 week ago

    Cagayan de Oro, Philippines Remote Raven Full time

    Get AI-powered advice on this job and more exclusive features. We are seeking an experienced Maintenance Coordinator to support our property management team across multiple portfolios (“Pods”). Each Pod consists of a Property Manager (PM) and Assistant Property Manager (APM), and this role will provide centralized support to all three. The ideal...

  • Events Coordinator

    2 weeks ago

    Cagayan de Oro, Philippines Applause Full time

    Applause Manila, National Capital Region, Philippines Events Coordinator Role Details: PH/MX | Full Time | Remote Hiring Manager: Travis Tidball, Chief Marketing Officer Benefits : 100% remote w/ no office mandate | Earned PTO | 22 official company holidays | Health care | Life insurance | Amazing colleagues | Energetic culture that is positive and...

  • Admin Coordinator

    3 weeks ago

    Cagayan de Oro, Philippines Newstel Worldwide Full time

    Overview Remote – Candidates must be based in the Philippines Part-Time | 15 hours/week Permanent Independent Contractor Use Your Own Device Join Newstel – Where Customer Care Comes First We’re hiring an Admin Coordinator to join our remote team on a part-time, indefinite contract. You’ll play a key role in supporting our influencer/ambassador...

  • Merchandise Coordinator

    6 days ago

    Cagayan de Oro, Northern Mindanao, Philippines Bellshayce Foods, Inc. Full time ₱400,000 - ₱800,000 per year

    Job Title: Merchandise CoordinatorBusiness Unit: Bellshayce Foods, Inc.Location: Cagayan de Oro CityWhat You'll Do (Job Responsibilities):Oversee daily store operations to ensure efficiency and brand complianceManage inventory and replenishment to prevent stockouts and overstockingCoordinate merchandising and displays to drive visibility and impulse...

  • SERVICE ADVISOR

    2 hours ago

    Cagayan de Oro, Philippines Toyota Cagayan De Oro, Inc Full time

    Job Summary: The Service Advisor acts as the main liaison between customers and the service department, ensuring that all vehicle servicing requirements are met efficiently and professionally. This role requires a deep understanding of automotive systems, excellent communication skills, and a commitment to delivering outstanding customer service. The Service...

  • Sales Coordinator

    6 days ago

    Cagayan de Oro, Northern Mindanao, Philippines ASUKI GROUP OF COMPANIES Full time ₱250,000 - ₱500,000 per year

    Job Description:Act as the primary contact of customer and respond promptly to any query, concern or problem.Builds positive relationship with customer. Comprehend customer requirements and make appropriate recommendations and briefings.Present product demonstration, promote and sell products or services using solid arguments to existing and prospect...

  • Account Coordinator

    1 week ago

    Cagayan de Oro, Northern Mindanao, Philippines SupportZebra Full time ₱300,000 - ₱450,000 per year

    Key Responsibilities: Act as the primary point of contact for assigned clients, ensuring prompt and professional communication.Build and maintain long-term relationships to promote client retention and satisfactionUnderstand client business needs and provide tailored solutions and servicesCoordinate with internal teams (IT and WFM) to deliver on client...

  • HR Coordinator

    1 week ago

    Cagayan de Oro, Northern Mindanao, Philippines Harris Global Business Services (GBS) Full time ₱250,000 - ₱500,000 per year

    Job DescriptionWe are looking for aHuman Resources Coordinator (Nurse)to join our team This role provides essential support to the HR department, ensuring the smooth and efficient operation of HR functions and processes. The successful candidate will assist in recruitment, onboarding, employee records management, benefits administration, and other HR-related...