Deskside Support Engineer

Understanding of SLA-driven support and ITIL processes.

Desktop Support

Provide on-site desktop support for end users.

Deliver desk-side support during business hours.

Take end-to-end ownership of incidents and service requests to ensure timely resolution.

Coordinate with cross-functional IT teams for issue resolution.

Support user onboarding, including device setup and account provisioning.

Manage incidents and service requests using ITSM tools (eg, ServiceNow)

Ensure accurate ticket logging, categorisation, and resolution tracking.

Adhere to SLAs and follow ITIL-based processes.

Prioritise and resolve issues based on business impact.

Install, configure, and troubleshoot Windows laptops and desktops.

Support multi-monitor setups and peripheral devices.

Troubleshoot hardware, software, and network connectivity issues.

Provide support for collaboration tools (eg, Microsoft 365, Teams).

Experience in IT Desktop Support or End-User Support.

Experience working in a fast-paced, user-focused environment.

Technical Skills

Strong knowledge of Windows OS and desktop support.

Experience with hardware troubleshooting and device setup.

Familiarity with Active Directory, VPN, networking basics.

Experience with VDI/Citrix environments is a plus.

Tools & Processes

Experience with ITSM tools (ServiceNow).