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

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 troubleshooting including:

Password resets
MFA unlocks
Email and Outlook troubleshooting
Microsoft Teams issues
VPN connectivity issues
Printer access and shared resources

Escalate complex issues to L2 Engineers.

Desktop Support (Onsite)

Provide hands-on technical support for desktops, laptops, peripherals, AV equipment, and workspace devices.
Perform:

Device imaging and deployment
Hardware troubleshooting (RAM, SSD, display, battery)
Peripheral and printer setup

Support VIP users and executive requests.
Provide walk-up and urgent support during live operations.

Operational Duties

Support onboarding and offboarding processes.
Maintain accurate ticket documentation and updates.
Support endpoint security policies and device compliance using Microsoft security tools.

Qualifications

Bachelor's Degree in IT or Computer Science
2–4 years IT support experience
Experience supporting BPO or enterprise users preferred

Technical Skills

Windows 10 / Windows 11 troubleshooting
Microsoft 365
VPN troubleshooting
Endpoint management
Autotask ITSM
Remote support tools
Microsoft security policies

Preferred Certifications

CompTIA A+
ITIL Foundation
Microsoft 365 Fundamentals

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