Senior Service Desk Analyst

Satellite Office is seeking a highly skilled and motivated Senior Service Desk Analyst to join our growing team in Ortigas, Metro Manila. As a key member of our IT support team, you will not only handle complex technical issues but also take on a leadership role in overseeing day-to-day service desk operations. This is an excellent opportunity for an experienced professional looking to advance their career in a dynamic and collaborative environment.

About the Role

The Senior Service Desk Analyst / Service Desk Lead will be responsible for ensuring the delivery of high-quality technical support to our end-users, managing incident and request workflows, and driving continuous improvement within the service desk. You will act as an escalation point for challenging tickets, mentor junior analysts, and collaborate with other IT teams to maintain seamless operations.

Key Responsibilities

• Lead and supervise daily service desk activities, ensuring timely and effective resolution of incidents and service requests.
• Serve as the primary escalation point for complex technical issues, providing advanced troubleshooting and guidance.
• Monitor service desk performance against established SLAs and KPIs, generating reports to track progress.
• Mentor and train junior service desk analysts, fostering a culture of knowledge sharing and professional growth.
• Manage the lifecycle of tickets within the IT service management system, ensuring accurate categorization, prioritization, and documentation.
• Identify opportunities for process improvement and implement best practices to enhance service delivery.
• Coordinate with other IT teams for problem resolution and major incident management.
• Conduct regular audits of service desk processes and knowledge base to ensure accuracy and relevance.

Qualifications

• Bachelor’s degree in Information Technology, Computer Science, or a related field.
• At least 4-6 years of experience in a service desk or technical support role, with at least 1-2 years in a supervisory or lead capacity.
• Strong knowledge of ITIL framework and best practices; ITIL certification is a plus.
• Proficiency in using ticket management systems (e.g., ServiceNow, Jira, Zendesk).
• Excellent problem-solving and analytical skills with the ability to prioritize tasks in a fast-paced environment.
• Strong communication and interpersonal skills, with a customer-centric approach.
• Experience with remote desktop tools and Windows/macOS environments.
• Ability to work onsite in Ortigas, Metro Manila, and amenable to shifting schedules if needed.