01Overview
Role Description
Job Summary
We are seeking a Desktop Support Engineer with strong expertise in Desktop Support and working knowledge of Windows environments. The role involves providing end-user support, troubleshooting hardware and operating system issues, managing endpoint devices, resolving ServiceNow tickets, and ensuring smooth IT operations across the organization.
Key Responsibilities
Provide end-user Desktop Support services for laptops, desktops, mobile devices, and peripheral equipment.Troubleshoot and resolve hardware, operating system, software, and connectivity issues in a timely manner.Install, configure, and support Windows-based endpoint devices and business applications.Review, prioritize, resolve, and close incidents and service requests through the ServiceNow queue.Perform moves, adds, and changes for hardware and software assets.Diagnose computer malfunctions, identify root causes, and implement appropriate resolutions.Coordinate repairs with OEM vendors and external repair facilities when required.Support installation and replacement of hardware components and peripherals on enterprise laptops and desktops.Assist with Windows operating system deployment activities, including image deployment and endpoint provisioning.Provide technical support to users through effective communication and customer service practices.Maintain accurate documentation of incidents, solutions, and support activities.Mentor and assist team members in troubleshooting and support-related activities.
Required Skills
Proficient
Desktop Support
Intermediate
Windows
Qualifications & Experience
Degree or coursework in Computer Science, Information Technology, or a related field.Experience troubleshooting and resolving hardware and operating system issues on endpoint devices.Good telephone, communication, and interpersonal skills.Understanding of networking concepts and enterprise IT support practices.Ability to prioritize workload, manage multiple tasks, and meet deadlines.Strong analytical and problem-solving abilities with attention to detail.
Skills & Attributes
Strong interpersonal and communication skills.Customer-focused approach with excellent technical troubleshooting capabilities.Ability to rapidly understand complex issues and provide practical solutions.Strong organizational and time-management skills.Methodical approach with attention to detail.Ability to work independently and collaboratively within a team environment.Experience mentoring and training colleagues across different competency levels.
Skills
Active Directory, Microsoft Intune, ServiceNow, Windows, Customer Support, Microsoft Office, Production Support, Ticketing Systems .
