Desktop Support Engineer

Deliver high-level support for desktops, laptops, and associated peripherals, including network troubleshooting and resolving OS, application, and patching issues.

Use tools like SCCM/Ivanti/Intune for deployments, installations, and updates.

Ensure up-to-date antivirus, Windows patches, and feature packs across all workstations.

Manage and troubleshoot conference room devices such as Polycom, Cisco, Star Leaf phones, monitors, cameras, and MS Teams-enabled rooms.

Collaborate with facilities teams for maintaining non-network devices like CCTV cameras and humidity sensors.

Provide troubleshooting support using remote tools (e.g., RDP, IDRACK, ILO, IP phones).

Resolve issues with printers, file restorations, and manage mobile devices, handhelds, docking stations, monitors, and accessories.

Effectively manage customer stakeholders and communicate solutions for technical challenges.

Maintain and track IT assets, manage the laptop lifecycle, and ensure accurate status updates in the ITSM platform.

Handle laptop stock imaging, allocation, deallocation, and reclamation processes.

Perform space reclamation, profile archiving, and ensure proper management of software installations and updates.

Follow ITIL best practices for incident, problem, and change management. Maintain a knowledge base and standard documentation for processes.

Provide detailed reports on device status, incident resolution, and SLA adherence. Share insights for continuous improvement.

Must have at least 3 to 4 years of experience in managing IT Service Management operations primarily in End User Computing and Deskside support services.

High Level understanding of the Desktop Support technology areas and understanding across infrastructure components.

Network understanding & troubleshooting skills.

Experience in usage of SCCM/Ivanti/Intune for deployments and installations.

Experience in OS installation, handling OS related issues and troubleshooting of issues.

Experience in patches and package installation & troubleshooting.

Experience in handling Conference room devices (Polycom / CISCO / Star leaf phones, touch pads, Monitors, Cameras, MS Teams based conference room/meeting room/end users allocated devices etc.), Co-ordination with Facilities teams for maintenance & management of non-network devices such as CCTV Camera, humidity sensors.

Ensure all the workstations are updated with latest Anti-Virus, patches, Windows patches & feature packs etc.

Should have good exposure in troubleshooting using remote support tools like RDP, IDRACK, ILO, IP Phones etc.

Ability to trouble shoot printer issues and file restorations etc.

Customer service focused; ability to manage key stakeholders in positive, poised, and effective manner.

Proven experience effectively communicating issues/challenges and solutions to the business.

Strong understanding and demonstrated experience working within the Managed Service Operation.

Excellent English communication skills, both written and oral and analytical skills.

Knowledge and experience with ITIL Service Management Lifecycle framework and processes. Analytical and Communication skills.

Should have experience in managing/maintaining/tracking of Asset Inventory. Follow the Laptop Reclamation Process and escalation guidelines to reclaim the laptops. Coordinate Laptops stock, imaging, allocation, and de-allocation where Service Provider Site support resources are staffed. Manage entire laptop lifecycle, including maintaining accurate status in ITSM platform according to regional processes and polices. Management of Mobile devices, handhelds, docking station, monitors, mouse, keyboard and power cords etc.

Housekeeping activities such as space reclamation, profiles archiving

Software installations