Senior Service Desk Analyst (L2)

Remotesenior

Customer SupportService Desk Analyst

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Key Responsibilities

Lead installation, upgrading, and troubleshooting of printers, computer hardware, and authorized peripherals,

Technical Tools

Customer SupportService Desk Analyst

Senior Service Desk Analyst (Level 2)
Location: Remote — Philippines
Employment Type: Full-time

~1 min read

✓Permanent Work from Home

✓Paid Time Off

✓Monthly Performance Bonus

✓Annual Bonus

✓Health Allowance

✓Internet Allowance

~1 min read

→Advanced Hardware Support: Lead installation, upgrading, and troubleshooting of printers, computer hardware, and authorized peripherals, performing advanced remedial repairs and customizing desktop configurations to meet user needs and site standards.
→Application & Systems Support: Install, upgrade, and troubleshoot macOS, Windows, Microsoft 365, and other authorized desktop applications, using diagnostic tools to resolve network connectivity and workstation issues.
→Account & Email Administration: Manage user and email account administration — including account creation, distribution lists, and password resets — across platforms like Google Workspace and Microsoft 365.
→End-User Training: Provide comprehensive, patient training to end-users on software, hardware, and peripheral device operation.
→Vendor Coordination & Preventative Maintenance: Collaborate with vendor support contacts to resolve complex technical issues, and conduct routine preventative maintenance on computers, laptops, printers, and peripherals.
→Escalation Leadership: Coordinate with appropriate support teams on escalations beyond standard troubleshooting scope, and ensure warranty and equipment-return processes are followed.

Bachelor's degree, preferably in Information Technology, Computer Science, or a related field.
3+ years of progressive experience in IT support roles, with a strong focus on end-user technical assistance.
Demonstrated ability to build strong client rapport and manage technical needs with confidence.
Exceptional troubleshooting and critical-thinking skills for resolving complex issues efficiently.
Hands-on experience with Windows, macOS, Microsoft 365, and Google Workspace environments.
Experience with user and email account administration across multiple platforms.
Comfortable coordinating with vendors and cross-functional support teams.
Outstanding spoken and written communication skills, with a professional demeanor.
A reliable internet connection and a dedicated home workspace.

Problem solving: You dig into issues, weigh the options, and land on practical solutions.
Teamwork: You work well with others and pitch in wherever the team needs support.
Sound judgment: You use good judgment and know when to act and when to ask.
Planning & organizing: You plan ahead, stay organized, and keep track of the details.
Professionalism: You represent the team and company well in every interaction.
Quality focus: You take pride in accurate, well-done work.
Dependability: You show up, follow through, and can be counted on.
Ethics: You act with integrity and honesty in everything you do.