The Service Desk / Desktop Support Analyst provides 247 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
- 24 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
