Desktop Management Infrastructure Services (IS)

We are seeking an experienced Desktop Management Infrastructure Services (IS) professional to support enterprise desktop and end-user computing environments. The ideal candidate will possess strong hands-on expertise in desktop infrastructure, incident management, system migrations, and end-user support, with the ability to collaborate effectively with internal teams and senior leadership.

This role requires a proactive problem-solver with strong communication skills and the ability to operate within defined SLAs and ITIL-aligned processes.

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Key Responsibilities (Must-Have)

• Build, install, configure, and deploy PCs, telephone systems, wireless networks, and peripheral devices (printers, scanners, mobile/smartphones) in line with organizational standards
• Perform routine maintenance and support for desktops, networks, telephony systems, and peripherals
• Identify, log, troubleshoot, and resolve hardware, software, and network-related incidents
• Provide technical guidance and mentoring to colleagues on incident resolution
• Use call logging/ticketing systems to accurately record, track, and resolve support requests
• Clearly explain and document technical issues and resolutions for end users and stakeholders
• Maintain client databases with up-to-date solutions and accurate activity records
• Execute and support OS migrations (Windows XP to Windows 7 or higher platforms)
• Identify opportunities for system improvements and present recommendations to senior leadership
• Ensure all activities comply with agreed SLAs, IT policies, and departmental guidelines
• Create, maintain, and distribute operational and progress reports to senior management

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Good-to-Have / Preferred Skills

• Experience in software packaging following defined package requirement forms and timelines
• Ability to diagnose complex software packaging and deployment issues
• Perform Quality Assurance (QA) to ensure successful package performance in customer environments
• Hands-on experience with software distribution tools and pre-distribution analysis
• Coordinate with Transition/Transformation teams and manage Process Change Requests (PCRs)
• Perform deployment remediation on failed endpoints as per account procedures
• Provide deployment and compliance reports, ensuring near 100% success rates
• Execute monthly patching activities and ensure 100% compliance
• Strong analytical and problem-solving skills
• Excellent verbal and written communication and presentation abilities
• Proven ability to handle escalations and interact with internal/external clients
• Strong commitment to business objectives and service excellence
• Ability to build and maintain strong cross-functional relationships
• ITIL knowledge or certification preferred