MSP Service Desk

6 days ago

Manila, National Capital Region, Philippines Tahche Outsourcing Services Full time ₱1,500,000 - ₱3,000,000 per year


Our Partner Client specializes in developing customized IT services whether that be Managed IT Support or Custom Software Development. They aim to remove unnecessary costs and inefficient tools to give you a clear upper hand over your competition. Their vision for IT Services is to build better happier lives through technology and creativity.

The Service Desk Dispatcher is responsible for attaining maximum utilization of internal and field technical resources through the daily dispatch of service requests. Perform service request intake from clients; assign, schedule, and dispatch service engineers for remote or onsite service according to urgency, and contractual service level agreement (SLA). Strong client relations are a must.

This is a full-time role, on a US shift and a Work From Home set-up.

If you have the right skill set, this may be your opportunity to enter this fast-growing organization.

DUTIES & RESPONSIBILITIES:

  • 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 all IT support groups to ensure maximum 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.
  • Communication with clients as required: keeping them informed of incident progress, and notifying them of impending changes or agreed outages.
  • Improve client service, perception, and satisfaction; perform post-resolution follow-ups to requests.
  • Fast turnaround of client requests.
  • Ability to work in a team and communicate effectively.
  • Improve usage and increase productivity of IT support resources.
  • Ensure that all ticket information, including issue details, troubleshooting steps, and client interactions, is accurately documented.
  • 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 the 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 the Service Desk Manager to improve resolution processes and reduce incident frequency.

REQUIREMENTS:

  • 3+ Years of previous IT support experience in an MSP environment handling SME clients
  • Experienced in using the Autotask dispatch portal
  • Previous Client Service or phone-related skills; familiarity with computer system support terminology concepts.
  • Basic computer and operating system knowledge.
  • Interpersonal skills: such as telephony skills, communication skills, 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 organizations key IT services for which support is being provided.
  • Understanding of support tools, techniques, and how technology is used to provide IT services.
  • Excellent communication skills in English (verbal and written).
  • Typing skills to ensure quick and accurate entry of service request details.
  • Self-motivated with the ability to work in a fast-moving environment.

  • Service Desk Engineer

    1 week ago

    Manila, National Capital Region, Philippines Socium - Teams Done Differently Full time ₱40,000 - ₱80,000 per year

    We are seeking a skilledService Desk Engineerwith strong experience supporting clients in aManaged Service Provider (MSP) environment. The role involves delivering technical support acrossOffice 365, Intune, Exchange, and SharePoint, ensuring reliable IT services for multiple customers with diverse infrastructures.Employment Type:Contract (Open)Schedule:...

  • Service Desk Analyst

    1 week ago

    Manila, National Capital Region, Philippines Staff Domain Inc Full time ₱300,000 - ₱600,000 per year

    Set-up and Location: Onsite | Ortigas, Pasig (Hybrid option may be available)Work Schedule: 8:30 AM - 5:30 PM (AEST) | 6:30 AM - 3:30 PM (PH Time)On-Call: Required after AU shift Ready to be part of a team that keeps businesses running smoothly? We're looking for a Service Desk Analyst (MSP Support Analyst) to join a dynamic, client-focused Managed Service...

  • Service Desk Engineer – Level 2

    6 days ago

    Manila, National Capital Region, Philippines SCALABLE OS CORP. Full time ₱40,000 - ₱80,000 per year

    SUMMARYWe are seeking a skilled Service Desk Consultant to deliver proactive and reactive remote IT support for multiple clients. The role involves troubleshooting software, network, and system issues, managing user accounts, monitoring alerts, maintaining documentation, and collaborating with internal teams and vendors to ensure efficient service delivery....

  • IT Service Desk

    1 week ago

    Manila, National Capital Region, Philippines GodHeir Services Full time ₱360,000 - ₱540,000 per year

    JOB ROLE: IT SERVICE DESKYears of Related Experience: 2 to 4yearsBPO Experience :1 YearIndustry/ Domain experience : Retail, Hospitality, HealthcareSite Location : TaguigSALARY: P30K TO P45KEssential Responsibilities and Duties• Provides First and second-line investigation and diagnosis• Resolves and closes incidents/service requests as per Service desk...

  • Service Desk Agent

    6 days ago

    Manila, National Capital Region, Philippines HireArchi Full time $14,400 - $15,600 per year

    Employer: An MSP company located in Burbank, California, USA Work Setup:Remote Working schedule: Pacific Standard Time (Days & Time: TBD)Salary: $1,200 - $1,300 monthly Benefits: 13th Month Pay HMO & Govt. Contribution Allowance on top of the salary (After a 90-day probationary period) Personal Time Off (After a 90-day probationary...

  • Service Desk Agent

    6 days ago

    Manila, National Capital Region, Philippines Agilitec IT Full time

    Employer: An MSP company located in Burbank, California, USAWork Setup: RemoteWorking schedule: Pacific Standard Time (Days & Time: TBD)Salary: $1,200 - $1,300 monthlyBenefits:13th Month PayHMO & Govt. Contribution Allowance on top of the salary (After a 90-day probationary period)Personal Time Off (After a 90-day probationary period)Requirements:Strong...

  • Service Desk Manager

    1 week ago

    Manila, National Capital Region, Philippines Nezda Global Full time ₱1,200,000 - ₱3,600,000 per year

    About the RoleYou'll oversee a large, multi-geo Service Desk organization with 200+ FTEs. You'll be responsible for delivery excellence, financial performance, client engagement, and continuous improvement across all service desk operations.Key ResponsibilitiesLead and manage Service Desk teams of 200+ FTE across multiple geographiesOversee daily, weekly,...

  • Service Desk Manager

    4 hours ago

    Manila, National Capital Region, Philippines FMC Corporation Full time

    FMC Corporation is a global leader in agricultural sciences, driven by our purpose: Innovation for Agriculture. Solutions for the Planet. We are passionate about the power of science to solve agriculture's biggest challenges. With one of the most productive and diversified pipelines in the industry, FMC is delivering cutting-edge and next-generation crop...

  • Service Desk Manager

    4 hours ago

    Manila, National Capital Region, Philippines FMC Corporation Full time

    FMC Corporation is a global leader in agricultural sciences, driven by our purpose: Innovation for Agriculture. Solutions for the Planet. We are passionate about the power of science to solve agriculture's biggest challenges. With one of the most productive and diversified pipelines in the industry, FMC is delivering cutting-edge and next-generation crop...

  • IT Service Desk

    6 days ago

    Manila, National Capital Region, Philippines LanceSoft Inc Full time ₱1,500,000 - ₱3,000,000 per year

    Key Responsibilities • Lead and manage the Service Desk team to deliver exceptional technical support to end-users. • Supports L1 and L2 support agents in ongoing day to day questions related to client incidents, requests and queries. • Monitor ticket queues and ensure SLAs and KPIs are consistently met. • Provide guidance and mentorship to team...