Desktop Support

London- 5 Days a week onsite is mandate

Mandatory Skills

Technical Skills

Desktop, Laptop, Printer, and Peripheral Support

Windows 10/11 Administration

Active Directory & Azure AD

Microsoft 365 Administration

Networking Fundamentals (TCP/IP, DNS, DHCP, VPN, Wi-Fi)

Hardware Troubleshooting and Break/Fix Support

Device Imaging, Deployment, and Asset Management

ITSM Tools (ServiceNow, Remedy, Jira, etc.)

Remote Support Tools

Mobile Device Support (iOS/Android)

Basic Server and Infrastructure Knowledge

Professional Skills

Strong customer service orientation

Excellent verbal and written communication

Problem-solving and analytical skills

Time management and prioritization

Documentation and reporting

Ability to work independently in field locations

Stakeholder and vendor coordination

Preferred Certifications

ITIL Foundation

Microsoft Certifications (M365/Windows/Endpoint)

CompTIA A+

CompTIA Network+

OEM certifications (Dell, HP, Lenovo)

Roles & Responsibilities

Incident and Request Management

Provide onsite and remote technical support to end users.

Troubleshoot hardware, software, network, and application issues.

Resolve incidents within agreed SLA timelines.

Handle service requests such as device setup, software installation, and user onboarding.

Device Installation & Maintenance

Install, configure, and deploy desktops, laptops, printers, and peripherals.

Perform preventive maintenance and health checks.

Upgrade and replace faulty hardware components.

Asset & Inventory Management

Maintain accurate asset records.

Track hardware movement and lifecycle.

Coordinate warranty repairs and replacements.

User Support

Assist users with account access, password resets, and system usage.

Provide basic training and technical guidance.

Ensure high customer satisfaction.

Documentation

Update tickets with troubleshooting steps and resolutions.

Create knowledge base articles and support documentation.

Maintain service reports and compliance records.

Coordination & Escalation

Work with Service Desk, Infrastructure, Network, and Application teams.

Escalate unresolved issues to higher support levels.

Coordinate with vendors for hardware repairs and replacements.

Compliance & Security

Follow company security policies and procedures.

Ensure devices comply with organizational standards.

Support audit and compliance activities when required.