Desktop Support

Role Responsibilities

• Provide first and second-level support for desktop, laptop, printer, and peripheral devices.
• Install, configure, maintain, and troubleshoot operating systems, software applications, and IT equipment.
• Diagnose and resolve hardware, software, and connectivity issues.
• Support Microsoft Windows, Microsoft 365, and business applications.
• Perform user account support, password reset, and access-related assistance.
• Handle device setup, replacement, upgrade, and deployment for new or existing users.
• Perform preventive maintenance and health checks on IT assets.
• Manage IT asset inventory, including device lifecycle, tracking, and documentation.
• Provide onsite support for meeting rooms, video conferencing systems, and office IT facilities.
• Coordinate with Service Desk, Network, Infrastructure, Application, and vendor teams to resolve complex issues.
• Update ticket status and ensure all requests are completed according to SLA.
• Create and maintain technical documentation and knowledge articles.
• Ensure a high level of customer satisfaction through professional communication and timely support. 

Role Requirements

Education & Experience:

• Diploma or Bachelor’s Degree in Information Technology, Computer Science, Information Systems, or related field.
• Minimum 1–3 years of experience in Desktop Support, IT Support, or End User Computing (EUC) environment.
• Experience working in a Shared Service Center (SSC) or enterprise IT environment is preferred.
• Experience handling ticketing systems such as ServiceNow, Jira, Remedy, or similar platforms.

Skill Set Requirements

Technical Requirements:

• Strong knowledge of Windows operating systems, Microsoft 365, and common business applications.
• Ability to troubleshoot desktop, laptop, printer, and peripheral issues.
• Understanding of basic networking concepts (TCP/IP, LAN, Wi-Fi, VPN, DNS).
• Knowledge of Active Directory (AD), user access management, and Group Policy.
• Experience with endpoint management tools such as Microsoft Intune or SCCM/MECM.
• Knowledge of software installation, patching, imaging, and device deployment.
• Understanding of IT asset management and hardware lifecycle processes.
• Basic knowledge of cybersecurity and endpoint protection.

Soft Skills Requirements:

• Strong customer service mindset with excellent communication skills.
• Ability to communicate technical information to non-technical users clearly and professionally.
• Strong analytical and troubleshooting skills.
• Good time management and ability to handle multiple priorities.
• Ability to work independently as well as collaboratively within a team.
• High sense of ownership, responsibility, and attention to detail.
• Ability to work under pressure and meet Service Level Agreement (SLA) targets.