Sr. Analyst, Enterprise Service Desk (FS)

ScalableOS; Nederland; Hybrid; EUR 60,000 - 90,000; Full time

Job summary

ScalableOS is seeking a Sr. Analyst for the Enterprise Service Desk to resolve complex technical issues and own escalations.

You will lead critical problem-solving across endpoints, cloud, and core systems, and mentor junior analysts to maintain a high standard of client support. In this remote role, you will deliver white-glove service via phone, email, and remote sessions, maintain thorough documentation, adhere to SLAs, and collaborate with engineering on major incidents while promoting best

Qualifications

• Degree in IT or related field.
• 5+ years in IT support or service desk.
• Experience in MSP or client-facing environments.
• Strong troubleshooting across endpoints, M365, and user environments.
• Experience with Active Directory and identity management.
• Familiar with Intune or similar endpoint management tools.
• Solid networking fundamentals: DNS/DHCP/TCP-IP.
• Experience with virtualization (VMware/Hyper-V).
• Excellent communication and client service.
• Strong documentation and process orientation.
• Ability to manage multiple escalations and priorities.
• Ownership mindset; works independently; calm under pressure.

Responsibilities

• Serve as primary escalation point for complex issues.
• Own and resolve advanced technical issues across systems.
• Manage aging/high-impact tickets to resolution.
• Escalate to engineering when needed with context.
• Communicate status and timelines clearly to clients.
• Participate in on-call rotation.
• Provide day-to-day guidance to analysts.
• Deliver white-glove support via phone, email, remote.
• Maintain ticketing and knowledge base docs.
• Ensure SLAs and KPIs adherence.
• Identify trends and suggest improvements.
• Collaborate with engineering on major incidents.

Skills

MSP experience

5+ years IT support

Troubleshooting

Microsoft 365

AD/Identity

Intune

Networking basics

VMware/Hyper-V

Customer service

Documentation

Multi-escalation

Ownership

Independent work

Calm under pressure

Teamwork

Continuous learning

Education

IT degree

Tools

Intune

Job description

Sr. Analyst, Enterprise Service Desk (FS)

At ScalableOS, we're redefining offshoring by connecting growth-focused businesses with top talents across the Philippines. Our expertise is in providing top-tier talent for IT companies, with a strong focus on Managed Service Providers (MSPs), Tax & Accounting, and other industries. To continue delivering exceptional results, we’re looking for passionate individuals ready to make an impact and thrive in a team built on trust, integrity, and excellence. Join us as we drive continuous growth and scalability. Your next big opportunity starts here!

Job Description

This is a remote position.

SUMMARY

The Sr. Enterprise Service Desk Analyst is a senior member of the Service Desk team responsible for resolving complex technical issues, owning escalations, and delivering high-quality, white-glove support to clients. This role serves as the primary escalation point forESDAnalysts and is responsible for driving issue resolution across endpoint, cloud, and core systems.

In addition to advanced troubleshooting, this role provides mentorship, improves service desk effectiveness, and ensures a consistent, high standard of client experience.

JOB RESPONSIBILITIES

Escalation & Advanced Support (Primary Focus)

• Serve as the primary escalation point forESDAnalysts on complex or high-priority issues.
  
• Own and resolve advanced technical issues, including cross-system and non-standard problems.
  
• Take ownership of aging, high-impact, or stalled tickets to drive resolution.
  
• Exercise independent judgment in determining root cause and appropriate resolution or escalation path.
  
• Act as the final escalation point within the Enterprise Service Desk before engaging engineering teamswhen necessary, ensuring complete context and troubleshooting.
  
• Communicate clearly with clients on issue status, timelines, and resolution plans.
  
• Participate in Sr. Analyst on-call rotation as needed.
  

Technical Troubleshooting

• Troubleshoot and support:
  
• Active Directory (users, groups, permissions)
  
• Endpoint management tools (e.g., Intune, device compliance, patching)
  
• Email security platforms (e.g. Mimecast, Proofpoint, Defender)
  
• Citrix(e.g. publishing/managing applications, troubleshooting sessions)
  
• Diagnose and resolve networking issues (DNS, DHCP, TCP/IP, connectivity)
  
• Troubleshoot virtual environments (e.g. VMware, Hyper-V, Proxmox) from an operational perspective.
  
• Investigate and resolve escalated system alertsand performance issues.
  

Mentorship & Service Desk Leadership

• Provide day-to-day guidance and support toESDAnalysts.
  
• Assist in prioritizing and managing the service desk queue.
  
• Review escalated tickets for completeness and troubleshooting quality.
  
• Promote best practices in troubleshooting, documentation, and client communication.
  
• Contribute to onboarding and ongoing development of team members.
  

Service Delivery & Operations

• Deliver white-glove technical support via phone, email, and remote sessions.
  
• Maintain accurate and detailed documentation in ticketing and knowledge systems.
  
• Ensure adherence to SLAs, KPIs, and service delivery standards.
  
• Identify trends and recurring issues and recommend improvements.
  
• Participate in process and documentation improvements.
  

Infrastructure & Engineering Collaboration

• Support troubleshooting efforts involving servers, cloud services, and network infrastructure.
  
• Collaborate with engineering teams on escalated issues and major incidents.
  
• Assist with system changes, upgrades, and maintenance activities as needed.
  
• Support implementation of security measures such as MFA and endpoint protection.
  

Requirements

• Degree in IT or related field (or equivalent experience)
  
• Experience in MSP or client-facing environments
  
• 5+ years of experience in IT support, service desk, or systems support roles
  
• Strong troubleshooting skills across endpoint, Microsoft 365, and user environments
  
• Experience wit Microsoft 365 ecosystem, Active Directory & identity management, Endpoint management tools (e.g., Intune)
  
• Working knowledge of networking fundamentals (DNS, DHCP, TCP/IP)
  
• Exposure to virtualization platforms (VMware/Hyper-V)
  
• Excellent communication and client service skills
  
• Strong documentation and process-oriented mindset
  
• Ability to manage multiple escalations and priorities effectively
  
• Strong ownership mindset and accountability
  
• Ability to operate independently in complex situations
  
• Calm and effective under pressure
  
• Collaborative and team-oriented
  
• Committed to continuous learning and improvement