Senior Service Desk Analyst

This is a fully remote position, open to applicants in Philippines.

📋 Description

• Provide daily operational leadership for the service desk queue, ensuring that incidents and requests are effectively triaged, prioritized, assigned, updated, and progressed.

• Serve as the main escalation point for more intricate Tier 1 issues and select light Tier 2 issues within the support desk scope.

• Assess ticket quality and routing to guarantee that support work is appropriately directed across infrastructure, cybersecurity, enterprise platforms, and vendor-supported systems.

• Help uphold SLA discipline, response expectations, communication standards, and ticket hygiene throughout the support desk.

• Mentor and assist service desk analysts in troubleshooting, ticket management, user communication, and adherence to processes.

• Address advanced user support issues involving Microsoft 365, access management, devices, standard business applications, and popular SaaS platforms.

• Facilitate onboarding, offboarding, access changes, and other operational support tasks that necessitate greater judgment or coordination.

• Identify recurring issues, root-cause patterns, support bottlenecks, and documentation gaps, and propose improvements.

• Contribute to and maintain knowledge base content, support procedures, and service desk operational standards.

• Collaborate with vendors and internal IT teams to ensure smooth handoff, follow-up, and resolution of escalated issues.

• Generate simple operational insights regarding backlog, aging, trends, repeat incidents, or support quality as necessary.

• Assist in reinforcing the TOM by maintaining a disciplined single front door and minimizing noise reaching specialized teams.

⛳️ Requirements

• Over 5 years of experience in IT support or service desk environments, including roles as a senior analyst, lead analyst, or queue lead.

• Experience working in a structured ITSM environment with established triage, escalation, SLA, and ticket management processes.

• Excellent written and verbal communication skills in English, including the ability to support professional and executive users.

• Preferred experience supporting U.S.-based organizations or distributed business operations.

• Proven ability to manage competing priorities while maintaining support quality in a high-volume environment.

• Strong judgment in discerning issues that should be resolved at the service desk versus those that require escalation.

• Ability to work scheduled hours aligned with U.S. Central Time.

🏝️ Benefits

• You’re Valued. You won’t just be a number. You’ll be part of a close-knit, collaborative team where your contributions matter.

• You’ll Grow. From day one, you’ll have access to learning opportunities, mentoring, and support to help you reach your full potential.

• You’ll Belong. We’re proud of our vibrant and inclusive culture, filled with team-building events, company-wide celebrations, wellness programs, and more.

• You’ll Work in Style. Our world-class offices are located in premium business hubs like BGC and Ortigas. Modern, comfortable, and designed to bring out your best.

• You’ll Work with Global Brands. We match you with top international clients where you’ll work directly with their teams and make a real impact.