Desktop Support Engineer (End User Computing) – L1

About the role

The End User Computing (Desktop Support Engineer) L1 provides onsite desk‑side assistance to ensure that desktop devices run smoothly and securely. You will be the first point of contact for hardware, software, and connectivity incidents, delivering high‑quality service throughout the device lifecycle.

Key responsibilities

• Deliver onsite desk‑side support and resolve incidents related to desktops, laptops, and peripherals.
• Manage IMAC (Install, Move, Add, Change) processes and perform break‑fix services.
• Maintain and update desktop images, apply patches, and replace hardware as needed.
• Monitor security profiles, antivirus compliance, and take corrective actions.
• Provide VIP support and act as the primary IT contact when other support teams are unavailable.
• Analyze Service Desk data to identify training needs and automation opportunities.
• Support configuration, installation, and remote management of devices using appropriate tools.

Required profile

• 2‑3 years of onsite desk‑side support experience.
• Familiarity with ITIL processes (incident, change, problem, service request).
• Ability to manage spare and buffer stock for hardware.
• Strong customer‑service orientation and problem‑solving skills.

Required skills

• Windows 10
• Office 365
• ServiceNow
• Microsoft Office and Outlook
• Lync
• VPN
• Active Directory
• MAC and tablet support
• Antivirus and security monitoring tools
• Remote support and EUC tools
• ITIL process knowledge