Discover your 100% YOU with MicroSourcing!
Position: IT Service Queue Specialist
Location: Mall of Asia, Pasay
Work setup & shift: Hybrid | Shifting
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 an IT Service Queue Specialist, you will:
- Monitor daily service queues for customer/member inquiries, support tickets, billing requests, incidents, and operational requests.
- Review, categorize, prioritize, and coordinate incoming requests to ensure timely assignment to the appropriate support teams.
- Track queue performance, monitor aging requests, and follow up on pending or overdue cases to ensure SLA compliance.
- Escalate high-priority issues, unresolved requests, and service risks following established escalation procedures.
- Prepare operational reports, dashboards, and performance metrics while maintaining accurate documentation, knowledge base articles, and process documentation.
What You Need
Non-negotiables:
- Experience in Queue management.
- Experience with ticketing, CRM, workflow, or case management platforms such as Jira Service Management, ServiceNow, Zendesk, SAP Concur, or similar tools.
- Experience supporting IT Service Desk, customer/member support, billing support, facilities support, or shared services operations.
- Strong knowledge of incident management and request management processes.
- Experience creating reports, dashboards, and operational performance metrics.
- Experience maintaining knowledge bases, process documentation, and standard operating procedures.
Preferred skills/expertise:
- Experience monitoring service queues and managing SLA performance.
- Strong analytical, organizational, and problem-solving skills.
- Excellent written and verbal communication skills with the ability to coordinate across multiple teams.
- Advanced proficiency in Microsoft Excel and other reporting tools; experience with Power BI is an advantage.
- Familiarity with ITIL principles or other service management best practices.
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 https://www.microsourcing.com/
Terms & conditions apply.
