Desktop Support Specialist

About the role

The Desktop Support Specialist provides onsite deskside support (L1/L2) to end‑users, ensuring that desktop and laptop environments run smoothly. This role involves handling hardware, software, and connectivity issues, as well as managing device lifecycles and supporting critical business operations.

Key responsibilities

• Deliver end‑to‑end technical support for desktops, laptops, printers, scanners and other peripherals.
• Perform IMAC (Install, Move, Add, Change) activities and break/fix tasks.
• Manage device configuration, OS imaging, patching and vendor‑based hardware replacements.
• Use SCCM, Intune and ServiceNow for asset tracking, ticket resolution and remote assistance.
• Install, update and patch approved software in line with IT policies.
• Provide remote and onsite support for Microsoft Office, Outlook, VPN clients and other EUC tools.
• Enforce security protocols, antivirus monitoring and desktop policy compliance.
• Offer VIP support and act as primary onsite contact during escalations or outages.
• Assist with Active Directory user account tasks and smart‑hands support.
• Document incident resolutions, hardware inventory and technical guides.
• Follow ITIL practices for incident, problem and service request management.

Required profile

• Experience delivering L1/L2 deskside support in a corporate environment.
• Familiarity with Windows operating systems and basic macOS device handling.
• Understanding of ITIL processes for incident and problem management.
• Ability to work onsite and respond to critical escalations.

Required skills

• SCCM
• Microsoft Intune
• ServiceNow
• Active Directory
• Windows OS
• Microsoft Office suite (Word, Excel, Outlook)
• VPN client configuration
• Hardware troubleshooting and peripheral support
• OS imaging and patch management
• ITIL incident/problem management