• IT support analyst would involve answering incoming IT service desk calls and or reviewing inbound IT service request emails and creating or updating incident/problem tickets in the Service Desk system (CRM-based system). • Candidates will follow processes/scripts provided by the Company’s Project Manager and training will be provided prior to the start of the engagement. • Candidates will also be trained in resolving the IT issues captured in the CRM. • Candidates will be working in the US Time zone. • There will be two shifts ( Normal Shift -5:30pm IST to 2:30 am IST, Late Shift (12:30 am IST to 9:30 am IST). • This is a work from home opportunity. • This position may require four 10-hour shifts, off-hour shifts and/or weekend shifts as needed.