L2 Service Desk Analyst

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

Job summary

Eastvantage Group in Ortigas Center, Philippines is seeking a Senior Service Desk Analyst to lead complex IT support, manage Microsoft 365, Intune, Entra ID, and enterprise applications for global users.

You will configure SSO, SCIM, CA policies, handle endpoint management with Intune, drive incident and RCA, and mentor junior analysts while ensuring SLA compliance.

This role is based in the office in Ortigas Center and offers opportunities to shape IT operations and collaborate across teams.

Qualifications

• Bachelor’s degree in IT, CS, or related field; hands-on experience acceptable
• 5+ years in MS 365, Intune, Entra ID, and endpoint management
• 2+ years in an L2 or escalation role
• MS-900 mandatory; AZ-104 and ITIL/ certifications are a plus
• Experience supporting global users and enterprise environments

Responsibilities

• Handle complex issues and serve as primary escalation for critical incidents
• Manage and optimize Microsoft 365, Azure, Entra ID, and Google Workspace
• Configure SSO, Enterprise Applications, SCIM, and Conditional Access
• Manage device enrollment, compliance, and app deployment in Intune
• Lead incident and problem management, perform RCA and ensure SLA
• Support infrastructure upgrades, cloud migrations, projects
• Develop automation using PowerShell
• Maintain docs and SOPs
• Mentor junior analysts and ensure quality in tickets
• Collaborate with stakeholders to deliver IT support

Skills

Microsoft 365

Intune

Entra ID

Endpoint management

Incident management

Mentoring

Communication

Education

Bachelor’s degree in IT/CS/IS/CE

Tools

PowerShell

Azure

Google Workspace

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