Sr Global Service Desk Analyst (L2)

Curran Daly & Associates; Philippines; Hybrid; PHP 520,000 - 860,000; Full time

Job summary

Curran Daly & Associates seeks a Senior Global Service Desk Analyst to support global operations from Manila. You will handle escalations, perform advanced troubleshooting, and coordinate with L3 teams across APAC/EMEA/NY regions.

The role requires 2–5 years in IT service desk, a IT degree, strong communication, and experience with M365, Entra ID, Jira Service Management, and scripting. 3 days on-site, 2 days remote.

Qualifications

• Bachelor’s degree in IT, Computer Science or related field.
• 2–5 years IT Service Desk/Desktop Support experience.
• Hands‑on M365 administration (Exchange, Teams, SharePoint, Intune, Entra ID)
• Working knowledge of Jira Service Management (JSM) — queues, request types, SLAs, workflows, and automation rules
• Strong communication skills - written and verbal - including incident documentation
• Strong troubleshooting, documentation and communication skills
• SFTP/FTP troubleshooting experience
• Nice to have: PowerShell, Intune/SCCM, Autopilot, PDQ/Patch My PC, ITIL or Microsoft certifications.

Responsibilities

• Handles L2 escalations and complex IT incidents (Complex Incident Resolution, Advanced Troubleshooting, Hardware & Software Asset Management, Change Implementation)
• Troubleshoot Windows/macOS, M365, Entra ID, Intune, VPN, networking & endpoint security
• Manage user access, SFTP issues, hardware/software assets & patching
• Monitor production alerts and coordinate with L3/technical teams
• Maintain Jira/Confluence, ticket quality, SLAs and knowledge bases
• Support automation and continuous improvement initiatives

Skills

L2 IT service desk

Incident management

Troubleshooting

Windows/macOS

Jira Service Management

Excellent communication

Education

Bachelor’s degree in IT/CS

Tools

Jira Service Management (JSM)

PowerShell basics

Confluence

Job description

Senior Global Service Desk Analyst, L2 I New Headcount in Manila not a replacement

BGC | 3 days on-site, 2 days WFH

Supporting Global Operations I Quarterly Shifting (APAC 10%• EMEA 80%• NY 10%)

2–5 years’ Global Service Desk experience

Key Responsibilities

• Handles L2 escalations and complex IT incidents (Complex Incident Resolution, Advanced Troubleshooting, Hardware & Software Asset Management, Change Implementation)
• Troubleshoot Windows/macOS, M365, Entra ID, Intune, VPN, networking & endpoint security
• Manage user access, SFTP issues, hardware/software assets & patching
• Monitor production alerts and coordinate with L3/technical teams
• Maintain Jira/Confluence, ticket quality, SLAs and knowledge bases
• Support automation and continuous improvement initiatives

Requirements

• Bachelor’s degree in IT, Computer Science or related field
• 2–5 years of IT Service Desk/Desktop Support experience
• Hands‑on M365 administration (Exchange, Teams, SharePoint, Intune, Entra ID)
• Working knowledge of Jira Service Management (JSM) — queues, request types, SLAs, workflows, and automation rules
• Strong communication skills - written and verbal - including incident documentation
• Strong troubleshooting, documentation and communication skills
• SFTP/FTP troubleshooting experience
• Nice to have: PowerShell, Intune/SCCM, Autopilot, PDQ/Patch My PC, ITIL or Microsoft certifications.

Desirable Skills

• PowerShell scripting for automation and diagnostics
• Experience with Intune/SCCM and endpoint management tooling
• Familiarity with Autopilot,Patch-My-PC, PDQ, or similar provisioning tools
• Exposure to Confluence, knowledge base management, or technical writing
• Awareness of SOC2 compliance and IT security governance principles
• Knowledge of or exposure to AI tools in an IT support context (AI assistants, Copilot, AI-assisted triage, ticket summarization, and knowledge base authoring)