Sr. Analyst, Enterprise Service Desk (FS)

ScalableOS; United States; Remote; USD 70,000 - 110,000; Full time

Job summary

ScalableOS is seeking a Sr. Analyst for the Enterprise Service Desk to provide high‑level, white‑glove support to enterprise clients remotely.

You will own escalations, drive root-cause analysis, and mentor junior analysts while maintaining top service levels across endpoint, cloud, and core systems. As the senior on the desk, you’ll coordinate with engineering and secure client satisfaction through meticulous documentation, proactive engagement, and adherence to SLAs in a fast-paced MSP

Qualifications

• Minimum 5+ years of experience in IT support, service desk, or systems support roles.
• Experience in MSP or client-facing environments.
• Strong troubleshooting across endpoint, Microsoft 365, and user environments.

Responsibilities

• Serve as the primary escalation point for complex or high-priority issues.
• Own and resolve advanced technical issues across endpoints, cloud, and core systems.
• Take ownership of aging, high-impact tickets to drive resolution.
• Communicate status, timelines, and plans clearly to clients.
• Mentor ESD Analysts and participate in on-call rotation.
• Deliver white-glove support via phone, email, and remote sessions.

Skills

Troubleshooting

Communication

Documentation

Ownership

Education

Degree in IT or related field

Tools

Active Directory

Intune

Mimecast/Proofpoint/Defender

Citrix

VMware/Hyper-V

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 for ESD Analysts 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 for ESD Analysts 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 teams when 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 alerts and performance issues.

Mentorship & Service Desk Leadership

• Provide day-to-day guidance and support to ESD Analysts.
• 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