End User Computing (Desktop Support Engineer) L1

Objective: 

The End User Computing (Desktop Support Engineer) L1 is responsible for providing efficient and reliable onsite desk-side support for end-users. The role involves managing and resolving incidents related to desktop devices, ensuring smooth hardware and software functioning, and delivering excellent customer service throughout the entire lifecycle of the devices. The objective is to maintain a highly functional and secure desktop environment, meeting the IT requirements of the organization. 

Responsibilities: 

● Provideonsite desk-side support, with 2-3 years of experience in this field.

● Possessknowledge and experience in Windows 10 and Office 365. 

● Handleincidents related to desktop devices (hardware, software, and connectivity) and ensure their resolution. 

● ManageIMAC(Install, Move, Add, Change) and desk-side support services. 

● Performbreak-fix services for laptops and desktops, both hardware and software. 

● Providesupport and maintenance for standard hardware, software, and office applications on desktop devices throughout their lifecycle. 

● Supporttheconfiguration, installation, and management of desktop devices, including patch updates, hardware replacements, and remote management using appropriate tools. 

● Familiarity with service management tools such as ServiceNow. 

● Proficient in EUC tools, remote support tools, Microsoft Office, and Outlook. 

● Preferably have knowledge of Lync, VPN, and mobile device support. 

● Ensureproperinstallation of desktop images on each device. 

● AnalyzeService Desk calls and incident data to identify user training needs and automation opportunities. 

● Monitorsecurity profiles and antivirus software on all desktop devices, taking appropriate action to address non-compliance. 

● ProvideVIPsupport for desk-side issues as per the contract and act as the point of contact for IT-related matters in the absence of other IT support teams. 

● Familiarity with ITIL processes, including incident, change, problem, and service request management, as well as spare and buffer stock management. 

● Desirable skills include knowledge of Active Directory, smart hands and feet support, and supporting MAC devices and tablets