Analyst IT-Remote Desktop

Overview

Remote Desktop Support (RDS) Agent providing remote technical support to global users across regions and time zones.

What you'll do

• Provide remote technical support via phone, chat, email, and remote support tools.
• Troubleshoot end-user issues across Windows/macOS, Microsoft 365, VPN/remote connectivity, and enterprise applications.
• Log, categorize, prioritize, and manage ITSM tickets, ensuring resolution within agreed SLAs.
• Maintain accurate ticket documentation and update users on ticket progress and resolution.
• Follow established support procedures and ITIL-aligned processes.
• Collaborate with RDS colleagues and wider IT support teams, including shift handovers and operational meetings.

What you'll need

• 2–4 years of experience in IT Support, Service Desk, or Remote Desktop Support.
• Experience supporting enterprise desktop and remote user environments.
• Familiarity with ITSM tools such as ServiceNow or similar platforms.
• Basic understanding of ITIL support processes (preferred).
• Experience using remote support and endpoint management tools.
• Strong troubleshooting and technical support capability.

Details

• Location: Hyderabad, India (ATS location line included onsite (MTIC)).