Senior Service Desk Analyst

We have an exciting night shift, Manila-based opportunity available for a Senior Service Desk Analyst. Work from home or office-based – you choose!

When you join Yempo, you’ll receive the following fantastic benefits:

• Highly competitive salary – paid weekly!
• HMO enrollment on commencement
• Additional HMO dependents added each year of service
• 20 vacation days per year; 7 sick days
• Annual performance bonuses and incentives
• Annual salary reviews and increases
• Free cooked rice, snacks and hot drinks
• Company polo shirts provided
• Fantastic, bright and cheerful open-plan work environment
• Prestigious clients and highly professional and friendly co-workers

Our Client
In this role, you will be assigned to our US-based client, a Managed Service Provider (MSP) that provides IT and cybersecurity services to small and medium businesses. They have been in the business for 20 years and are still growing. Their clients typically have 40-500 users, and they support all their IT needs.

Role Description
As our Senior Service Desk Technician, you’ll be responsible for owning and resolving the most complex, stubborn, and recurring support issues across client environments. It’s for a seasoned, highly efficient tech who knows how to triage and resolve issues rapidly and with minimal direction. You’ll be expected to diagnose the root cause, fix it correctly the first time, and document it clearly—every single time.

What You’ll Be Resolving Daily
Each item below represents real escalations from our service desk, but they all went beyond normal troubleshooting.

• Email Delivery & Outlook Failures – Outlook not opening, freezing, or crashing. Shared mailbox sync issues. Office365 delivery problems, spoofing reports, and users missing emails due to filtering or quarantine.
• Account Access & Authentication – MFA failures, account lockouts, persistent authenticator prompts, and hybrid login issues across Office365 and Google Workspace.
• File Access, Permissions & Drive Mapping – Mapped drives disconnecting, NTFS permission conflicts, shared folder access denied, Group Policy mapping failures, and conflicting user access policies.
• Cloud Storage Sync & File Collaboration Tools – Dropbox, OneDrive, Google Drive, and SharePoint sync failures, missing files, and desktop agents not launching or crashing.
• Printing & Device Connectivity Issues – Network printers going offline, GPO printer assignments failing, driver conflicts, and persistent print spooler errors.
• VPN, RDP & Remote Access Failures – VPN credential failures, tunnel misconfigurations, and persistent RDP connectivity or session timeout problems.
• Conferencing & VoIP App Disruptions – Zoom and Teams issues with video, mic, or screen sharing. Devices not detected, permissions blocked, or failing mid-call.
• Network, DNS & Connectivity Errors – DNS resolution failures, overlapping IPs, unreachable devices, and general workstation-to-infrastructure connectivity issues.
• System Performance & Resource Constraints – Disk space warnings, high CPU/memory usage, slow boot times, or unresponsive applications after updates or installs.

Your Responsibilities

• Take full ownership of escalated tickets across our client base
• Resolve issues independently without reliance on escalation unless systemic
• Maintain clear and detailed documentation in Freshdesk
• Ensure all resolutions are client-ready, replicable, and documented
• Identify recurring problems and recommend long-term solutions
• Assist team with mentoring and documenting complex procedures
• Maintain SLA targets across escalated workload without sacrificing quality
• Ability to explain technical issues in plain language to non-technical users
• High standards for communication, documentation, and follow-through

Your Background

• 5+ years of hands-on experience in a fast-paced MSP or equivalent technical support environment
• Deep expertise in:
  • Windows 10/11
  • Office365 administration (Exchange Online, OneDrive, SharePoint)
  • GPO and Active Directory troubleshooting
  • Common SaaS platforms and their integrations
  • Comfortable using remote support tools (e.g., Kaseya, ScreenConnect, or similar)
  • DNS/DHCP/VPN configuration and diagnostics
• Intermediate expertise in:
  • MacOS
  • Google Workspace
• Strong diagnostic instincts—you know how to trace the issue to its source
• Ability to work independently, manage high-volume queues, and meet deadlines
• Documentation discipline—every fix you make becomes a repeatable process for the team

Disclaimer for salary ranges. Yempo provides an indicative range of salary that we deem relevant for the advertised role. This may be adjusted for the skills and experience of the selected candidate.