Desktop Support Specialist

Role: End User Computing (Desktop Analyst) L1-Onsite services

Experience/Skills: ● 2-4 years of experience in Onsite support

● Strong working knowledge of Windows 10/11

● Manage Desktop Devices (hardware, software and connectivity) incidents

through to resolution.

● Manage IMAC and desk side support services.

● Manage hard and soft break fix services for laptops and desktops.

● Provide standard and approved hardware and software (operating systems

and standard office applications) support and maintenance on Desktop (Field

Users) Devices for their entire lifecycle (including the remote management of

Desktop Devices using appropriate tools).

● Support, Manage, Optimize and Maintain the configuration and installation of

the Desktop, to include, but not limited to, patch updates, hardware

replacements, with spares provided by vendor.

● Experience with Service management tool – ex – Service now

● Should have good expertise on EUC tools, remote support tools, MS office

and outlook.

● Preferable to have a good understanding of Lync, VPN, and mobile device

support.

● Analyze Service Desk calls for Desktop Devices and incident data to identify

and advice Customer of any potential user training requirement and

automation.

● Ensure that each Desktop Device is installed with the appropriate Desktop

image.

● Manage Desktop Devices (hardware and software) incidents through to

resolution.

● Monitor security profiles and anti-virus software on all Desktop Devices and

take appropriate action in the event of non-compliance with security

requirements

● Provide VIP support for Desk side issues per contract and be point of contact

at the site for all IT related issues if no other IT support team unavailable like

for MI calls.

● Should be aware of ITIL process of Incident, Change, Problem, Service

Request and related activities like spare and buffer stock management

● Good to have – knowledge in AD and smart hands and feet support.

● Good to have – knowledge and experience of supporting MAC devices and

tablets