Desktop Support Technician

About the role

The Desktop Support Technician provides end‑to‑end technical assistance for desktop and laptop environments, ensuring reliable operation of hardware, software, and connectivity for end‑users. The role combines on‑site deskside support with remote troubleshooting, adhering to ITIL processes and security standards.

Key responsibilities

• Deliver technical support for desktop and laptop systems, troubleshooting hardware, software, and network issues.
• Perform IMAC (Install, Move, Add, Change) activities and break/fix tasks for end‑user devices.
• Manage the full lifecycle of desktops, including configuration, patching, OS imaging, and vendor hardware replacements.
• Utilise SCCM, Intune, and ServiceNow for asset tracking, ticket resolution, and remote assistance.
• Administer approved software installations, updates, and security patching in line with IT policies.
• Provide remote and deskside support using EUC tools and support applications such as MS Office, Outlook, and VPN clients.
• Enforce security protocols, antivirus monitoring, and desktop policy compliance.
• Offer VIP support and act as primary onsite contact during critical escalations or outages.
• Support printers, scanners, and peripheral devices, handling troubleshooting and routine maintenance.
• Assist with Active Directory tasks, basic user account management, and smart‑hands support.
• Maintain documentation of incident resolution, hardware inventory, and technical guides.
• Work with Windows OS environments, mobile device support, and basic Mac device handling.
• Follow ITIL practices for incident, problem, and service request management.

Required profile

• Proven experience supporting Windows desktop environments.
• Familiarity with mobile device support and basic macOS handling.
• Understanding of ITIL incident and problem management processes.
• Ability to provide both onsite and remote assistance, including VIP and escalation handling.

Required skills

• SCCM
• Intune
• ServiceNow
• Active Directory
• Windows operating system
• MS Office suite (Word, Excel, Outlook)
• VPN client configuration
• Antivirus and security patch management
• Imaging and OS deployment tools
• Printer and peripheral device troubleshooting