IT Service Desk / Desktop Support Analyst (Cross-Skilled) - Rotating Shift

The Service Desk / Desktop Support Analyst provides 24×7 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

• 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 troubleshooting including:
  • Password resets
  • MFA unlocks