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

• Serve as the first point of contact for end-user IT support requests via ticketing system, email, chat, or other approved intake channels • Log, categorize, prioritize, and update incidents and service requests in accordance with defined ITSM processes • Resolve common Tier 1 support issues related to user access, passwords, MFA, Microsoft 365, standard business applications, browsers, printers, VPN, and basic workstation troubleshooting • Escalate issues appropriately to infrastructure, cybersecurity, enterprise platforms, vendors, or other IT teams with complete and accurate ticket notes • Maintain strong communication with end users regarding issue status, next steps, and expected resolution timing • Support onboarding, offboarding, and employee access change activities based on documented procedures • Contribute to knowledge base articles, support documentation, and standard operating procedures • Help maintain queue discipline by ensuring tickets are updated, assigned correctly, and not left unresolved without action • Identify recurring issues and escalate trends or process gaps to the Senior Service Desk Analyst • Support adherence to service levels, support standards, and front-door intake discipline

🎯 Requirements

• 2+ years of experience in a structured IT support, help desk, or service desk role • Experience using an ITSM or ticketing platform such as Freshservice, ServiceNow, Jira Service Management, or similar • Strong written and verbal English communication skills • Experience supporting U.S.-based users or distributed teams preferred • Strong customer service orientation and professional communication style • Ability to follow defined processes while working independently in a fast-paced support environment • Ability to work scheduled hours aligned to U.S. Central Time

🏖️ Benefits

• Health insurance • Professional development opportunities • Remote work options