Senior Analyst, Enterprise Service Desk

🕒 October 16

🇺🇸 United States – Remote

⏰ Full Time

🟠 Senior

🧐 Analyst

👻 Ghost score 12%

What it means: the chance that no one is really hiring for this job.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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ScalableOS

WebsiteLinkedInAll Job Openings

201 - 500 employees

💼 Consulting

☁️ SaaS

Consulting • SaaS • Staffing

ScalableOS is a premier offshore staffing partner specializing in custom offshoring solutions for Managed Service Providers (MSPs) and Tax & Accounting firms. Based in the Philippines, ScalableOS provides dedicated teams that work as an extension of its clients' operations, ensuring full integration and management. The company focuses on delivering cost-effective solutions while maintaining a high standard of expertise, enabling businesses to maximize efficiency and performance through tailor-made staffing solutions.

📋 Description

• 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 • Determine root cause and appropriate resolution or escalation path • Act as the final escalation point within the Enterprise Service Desk before engaging engineering teams • Communicate with clients on issue status, timelines, and resolution plans • Participate in the Sr. Analyst on-call rotation as needed • Troubleshoot Microsoft 365, Active Directory, endpoint management tools, email security platforms, Citrix, networking, and virtual environments • Investigate and resolve escalated system alerts and performance issues • 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 • Deliver white-glove technical support via phone, email, and remote sessions • Maintain accurate 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 • Support troubleshooting 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 • Support implementation of security measures such as MFA and endpoint protection

🎯 Requirements

• Degree in IT or related field (or equivalent experience) • Relevant certifications (Microsoft, CompTIA, etc.) • 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 with Microsoft 365 ecosystem, Active Directory, identity management, and endpoint management tools such as Intune • Working knowledge of networking fundamentals including DNS, DHCP, and TCP/IP • Exposure to virtualization platforms such as VMware and 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

🏖️ Benefits

• Remote work • On-call rotation participation as needed

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