The Service Desk / Desktop Support Analyst provides 24x7 IT support for both onsite and remote users, acting as the first point of contact for incidents and service requests.

The role combines Service Desk operations and onsite Desktop Support, supporting both office-based and work-from-home employees in a fast-paced BPO operational environment.

Key Responsibilities

Service Desk Support (L1)

• Serve as the first point of contact for IT incidents and service requests via phone, chat, email, and ticketing portal.

• Provide remote troubleshooting for Work-From-Home users, including:

  • VPN connectivity

  • Microsoft 365 issues

  • Endpoint compliance issues

  • MFA authentication issues

  • Remote access troubleshooting

• Log and manage tickets using Autotask Service Management platform.

• Perform initial troub...