Senior Service Desk Analyst

Eastvantage Group; Pasig; On-site; PHP 900,000 - 1,300,000; Full time

Job summary

Eastvantage Group is seeking a Senior Service Desk Analyst to serve as a senior technical authority and primary escalation point for global clients. You will guide complex incident resolution, optimize cloud and identity infrastructure, and mentor junior analysts.

The role requires strategic problem-solving, strong client relationship management, and a proactive approach to continuous service improvement across Microsoft 365, Intune, Entra ID, and enterprise devices.

Qualifications

• Bachelor’s degree in IT or related field or strong hands-on experience.
• 5+ years in Microsoft 365, Intune, endpoint management, and Entra ID.
• Experience supporting global users or enterprise environments.
• Certification: MS-900 (Microsoft 365 Fundamentals) is mandatory.
• Preferred: AZ-104 / M365 certifications, ITIL v4, CompTIA Network+/Security+, CCNA.

Responsibilities

• Act as primary escalation point for complex issues across cloud and hybrid environments.
• Oversee incident lifecycle and perform RCA for recurring issues.
• Configure Entra ID including SSO, SCIM onboarding, and App registrations.
• Manage device enrollment and policy enforcement with Intune across Windows, macOS, iOS, Android.
• Assist client rollouts, migrations, and onboarding projects with leadership.
• Manage Windows/Mac OS enterprise environments, servers, backups, and cloud apps (M365, Azure, Entra ID, Google Workspace).
• Design and automate service desk workflows to reduce resolution times.
• Author advanced technical documentation and SOPs; maintain knowledge base.
• Mentor junior analysts and perform quality assurance of ticket resolution.

Skills

Microsoft 365

Intune

Endpoint management

Entra ID

PowerShell

Automation

RCA

Process improvement

Documentation

Mentorship

Communication

Education

Bachelor’s degree in IT/CS/IS/Engineering

Tools

Intune Console

Microsoft 365 Admin Center

Azure Portal

Entra ID Admin Console

Google Workspace Admin Console

Job description

We're Hiring: Senior Service Desk Analyst!

As a Senior Service Desk Analyst, you will serve as a senior technical authority and primary escalation point for global clients. Beyond providing advanced technical support, you will drive operational excellence by overseeing complex incident resolution, optimizing cloud and identity infrastructure, and mentoring junior service desk analysts. This role requires strategic problem-solving, strong client relationship management, and a proactive approach to continuous service improvement.

Core Responsibilities:

• Advanced Technical Support & Escalation: Act as the primary escalation point for complex issues, ensuring swift resolution across cloud and hybrid environments.
• Incident & Problem Management: Oversee the complete incident lifecycle for critical and high-priority tickets. Conduct Root Cause Analysis (RCA) for recurring issues to prevent future downtime and ensure strict SLA adherence.
• Identity & Access Engineering (Entra ID): Go beyond routine user/group administration to perform hands-on configuration of Enterprise Applications, including SSO integrations, SCIM-based automated user provisioning, and app registrations.
• Endpoint Management & MDM (Microsoft Intune): Manage and support end-to-end device management lifecycles. Oversee device enrollment (Windows, Mac, iOS, Android, BYOD), configure and enforce compliance/configuration policies, and handle app deployment.
• Project Support & Scoping Alignment: Assist in executing specialized client rollouts, migrations, and structural enhancements (e.g., active MDM onboarding projects). Partner with leadership to distinguish steady-state support tickets from project-scoped deliverables.
• Infrastructure & System Administration: Manage, secure, and optimize Windows/Mac OS enterprise environments, server configurations, backup solutions, and cloud environments (Microsoft 365, Azure/Entra ID, Google Workspace).
• Process Improvement & Automation: Evaluate existing workflows to design, implement, and automate service desk operations, reducing resolution times and improving overall service efficiency.
• Documentation & Knowledge Governance: Author and maintain advanced technical documentation, architectural guides, and complex SOPs. Standardize knowledge base articles for internal team use and end-user self-service.
• Mentorship & Quality Oversight: Mentor, coach, and guide junior analysts. Perform quality assurance reviews on ticket documentation, communication, and technical resolution standards.

Experience and Skills

• Bachelor’s degree in IT, Computer Science, Information Systems, Computer Engineering, or related field. Relevant technical diploma may be considered with strong hands‑on experience.
• At least 5 years of hands‑on experience in Microsoft 365, Intune, endpoint management, and Entra ID, including 2+ years in an L2/Senior Analyst or technical escalation role.
• Experience supporting global users or enterprise environments preferred.
• Strong hands‑on experience with Microsoft Intune: device enrollment, compliance/configuration policies, application deployment, and Windows/macOS/iOS/Android/BYOD management.
• Advanced working knowledge of Microsoft 365 and Entra ID, including SSO and Conditional Access, Enterprise Applications, and App Registrations.
• Working knowledge of Active Directory, networking, VPNs, DNS/DHCP, and cloud administration.
• PowerShell, automation, RCA, and process improvement experience is an advantage.
• Mandatory Certification: MS – 900 Microsoft 365 Fundamentals.
• Preferred Certifications: Microsoft AZ-104 / M365-related certifications, ITIL v4, CompTIA Network+/Security+, CCNA.
• Strong communication and stakeholder‑management skills, with experience supporting VIP/global users.
• Strong problem‑solving skills and ability to handle complex escalations independently and mentor junior analysts.