IT Service Desk / Desktop Support Analyst (Cross-Skilled) - Rotating Shift
Satellite Office
Job Description
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...