L2 Service Desk Analyst

Eastvantage Group; Pasig; On-site; PHP 900,000 - 1,600,000; Full time

Job summary

Eastvantage Group is seeking a Senior Service Desk Analyst to join our Ortigas Center team. The role focuses on resolving complex IT issues, optimizing M365, Intune, Entra ID, and Google Workspace, and leading incident management for global users.

You will configure SSO, CA policies, and SCIM provisioning, while mentoring junior analysts and driving process improvements. Strong technical and communication skills are essential.

Qualifications

• Bachelor's degree in IT or related field; relevant diplomas may be considered.
• 5+ years hands-on experience with Microsoft 365, Microsoft Intune, endpoint management and Entra ID.
• 至少2 years in an L2 or senior analyst/technical escalation role.

Responsibilities

• Handle complex technical issues and serve as the primary escalation point for critical incidents.
• Manage and optimize Microsoft 365, Azure, Entra ID, and Google Workspace environments.
• Configure SSO integrations, Enterprise Applications, SCIM provisioning, and Conditional Access policies.
• Manage endpoint lifecycles through Microsoft Intune, including device enrollment, compliance policies, and application deployment.
• Lead incident and problem management, conduct Root Cause Analysis (RCA), and ensure SLA compliance.
• Support infrastructure upgrades, cloud migrations, and specialized client projects.
• Identify opportunities for process improvement and automation using tools such as PowerShell.
• Maintain technical documentation, knowledge base articles, and standard operating procedures.
• Mentor junior analysts and ensure quality standards in ticket handling and technical resolutions.
• Collaborate with internal teams and stakeholders to deliver excellent IT support to global users.

Skills

Microsoft 365

Microsoft Intune

Entra ID

Azure

Google Workspace

SSO

Conditional Access

Enterprise Applications

SCIM provisioning

PowerShell

Root Cause Analysis

Education

Bachelor's degree in IT/Computing or related field

Tools

Active Directory

VPNs

DNS/DHCP

Cloud administration

ITIL v4

CCNA

PowerShell

Job description

We're Hiring: Senior Service Desk Analyst!

We are looking for an experienced and technically skilled Senior Service Desk Analyst to join our team in Ortigas Center, Philippines! If you have strong expertise in Microsoft 365, Microsoft Intune, Entra ID, and enterprise IT support, this is your opportunity to take your career to the next level. Join us and play a key role in resolving complex technical issues, improving IT operations, and mentoring junior analysts.

Location:

Ortigas Center, Philippines

Role:

Senior Service Desk Analyst

Work Mode:

Work from Office

What You’ll Do:

• Handle complex technical issues and serve as the primary escalation point for critical incidents
• Manage and optimize Microsoft 365, Azure, Entra ID, and Google Workspace environments
• Configure SSO integrations, Enterprise Applications, SCIM provisioning, and Conditional Access policies
• Manage endpoint lifecycles through Microsoft Intune, including device enrollment, compliance policies, and application deployment
• Lead incident and problem management, conduct Root Cause Analysis (RCA), and ensure SLA compliance
• Support infrastructure upgrades, cloud migrations, and specialized client projects
• Identify opportunities for process improvement and automation using tools such as PowerShell
• Maintain technical documentation, knowledge base articles, and standard operating procedures
• Mentor junior analysts and ensure quality standards in ticket handling and technical resolutions
• Collaborate with internal teams and stakeholders to deliver excellent IT support to global users

What We’re Looking For:

• Bachelor's degree in IT, Computer Science, Information Systems, Computer Engineering, or a related field; relevant technical diplomas with strong hands‑on experience may be considered
• At least 5 years of hands‑on experience with Microsoft 365, Microsoft Intune, endpoint management, and Entra ID
• At least 2 years of experience in an L2, Senior Analyst, or technical escalation role
• Strong expertise in Intune device enrollment, compliance policies, application deployment, and Windows, macOS, iOS, Android, and BYOD management
• Advanced knowledge of Microsoft 365 and Entra ID, including SSO, Conditional Access, Enterprise Applications, and App Registrations
• Working knowledge of Active Directory, networking, VPNs, DNS/DHCP, and cloud administration
• Strong troubleshooting, incident management, and problem‑solving skills
• Excellent communication, stakeholder management, and mentoring skills
• Mandatory Certification: Microsoft 365 Fundamentals (MS-900)
• Nice to Have: Microsoft AZ-104 or other M365 certifications, ITIL v4, CompTIA Network+/Security+, CCNA, and PowerShell automation experience
• Experience supporting global users, VIPs, and enterprise environments is an advantage

Ready to take the lead in solving complex IT challenges and driving service excellence?