Desktop Engineer

About the role

The Desktop Support Engineer serves as the first point of contact for end users requiring IT assistance. The role is responsible for providing timely and effective desktop support services, resolving hardware/software issues, and ensuring compliance with IT operational standards and service level agreements (SLAs).

Key responsibilities

• Provide onsite and remote desktop support services to end users.
• Receive, prioritize, troubleshoot, document, and resolve end‑user incidents and service requests within agreed SLA timelines.
• Escalate unresolved incidents to appropriate resolver groups or third‑party vendors where necessary.
• Perform desktop and laptop imaging and re‑imaging activities.
• Support device deployment, replacement, and technology refresh exercises.
• Conduct asset inventory verification and asset management activities.
• Update and maintain accurate incident and service request records within the ticketing system.
• Create, update, and maintain work instructions, operational procedures, and technical documentation.
• Ensure compliance with IT policies, security standards, and operational procedures.
• Provide support for Microsoft Windows and Microsoft Office 365 related issues.
• Support users across different customer sites and locations as required.
• Participate in operational standby, shift rotations, and extended support coverage when required.

Required skills

• Microsoft Windows
• Microsoft Office 365
• Desktop/laptop imaging
• Asset inventory and management
• Ticketing system usage