Senior Service Desk Analyst

🕒 May 29

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Satellite Office

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2013

🤝 B2B

🎯 Recruiter

B2B • Recruitment

Satellite Office is a Philippines-based employer and workspace services company that connects Filipino professionals with global clients. It offers premium, technologically equipped office locations across Metro Manila and Cebu and places employees in roles supporting major international brands. The company emphasizes employee engagement, continuous learning and development, competitive compensation and benefits, and a people-focused culture recognized by Great Place to Work®.

📋 Description

• Provide day-to-day operational leadership for the service desk queue, ensuring incidents and requests are properly triaged, prioritized, assigned, updated, and progressed • Act as the primary escalation point for more complex Tier 1 issues and selected light Tier 2 issues within the support desk scope • Review ticket quality and routing to ensure support work is directed appropriately across infrastructure, cybersecurity, enterprise platforms, and vendor-supported systems • Help enforce SLA discipline, response expectations, communication standards, and ticket hygiene across the support desk • Coach and support service desk analysts on troubleshooting, ticket handling, user communication, and process adherence • Resolve advanced user support issues involving Microsoft 365, access management, devices, standard business applications, and common SaaS platforms • Support onboarding, offboarding, access changes, and other operational support activities requiring greater judgment or coordination • Identify recurring issues, root-cause patterns, support bottlenecks, and documentation gaps, and recommend improvements • Contribute to and maintain knowledge base content, support procedures, and service desk operating standards • Coordinate with vendors and internal IT teams to ensure smooth handoff, follow-up, and resolution of escalated issues • Produce simple operational insights on backlog, aging, trends, repeat incidents, or support quality as needed • Help reinforce the TOM by maintaining a disciplined single front door and reducing noise reaching specialized teams

🎯 Requirements

• 5+ years of experience in IT support or service desk environments, including time spent in a senior analyst, lead analyst, or queue lead capacity • Experience operating in a structured ITSM environment with defined triage, escalation, SLA, and ticket management processes • Strong written and verbal English communication skills, including the ability to support professional and executive users • Experience supporting U.S.-based organizations or distributed business operations preferred • Demonstrated ability to manage competing priorities and maintain support quality in a high-volume environment • Strong judgment in distinguishing issues that should be resolved at the service desk from those that should be escalated • Ability to work scheduled hours aligned to U.S. Central Time

🏖️ Benefits

• You’re Valued. You won’t just be a number. You’ll be part of a close-knit, collaborative team where your contributions matter. • You’ll Grow. From day one, you’ll have access to learning opportunities, mentoring, and support to help you reach your full potential. • You’ll Belong. We’re proud of our vibrant and inclusive culture, filled with team-building events, company-wide celebrations, wellness programs, and more. • You’ll Work in Style. Our world-class offices are located in premium business hubs like BGC and Ortigas. Modern, comfortable, and designed to bring out your best. • You’ll Work with Global Brands. We match you with top international clients where you’ll work directly with their teams and make a real impact.