Desktop

Role & responsibilities

• Provide comprehensive IT support to end users through phone calls, emails, ticketing systems, and chat platforms, ensuring timely resolution of technical issues.
• Deliver both onsite (desk-side) and remote technical assistance for hardware, software, operating system, and application-related problems.
• Troubleshoot and resolve issues related to Windows operating systems, Microsoft Outlook, MS Office applications, system performance, login errors, and desktop environments.
• Create, manage, and maintain user accounts, passwords, group memberships, and access permissions using Active Directory.
• Perform basic network troubleshooting and support, including DNS, DHCP, IP configuration, connectivity issues, and network access problems.
• Diagnose and resolve hardware-related issues involving desktops, laptops, monitors, keyboards, mice, printers, and other peripheral devices.
• Assist with desktop and system assembly, disassembly, hardware replacement, upgrades, and basic preventive maintenance activities.
• Install, configure, and support desktop applications, operating systems, drivers, and required IT tools based on business and user requirements.
• Accurately log, update, prioritize, and track incidents and service requests in the ticketing system while ensuring timely resolution within defined SLAs.
• Coordinate effectively with users, internal IT teams, network teams, system administrators, and other support functions to resolve complex technical issues.
• Escalate unresolved or critical incidents to the appropriate technical teams and follow up until successful resolution and closure.
• Maintain clear and professional communication with users throughout the troubleshooting and resolution process.
• Monitor customer satisfaction and service feedback, respond appropriately to user concerns, and take corrective actions to improve the overall IT support experience.
• Maintain proper documentation of troubleshooting steps, resolutions, known issues, and frequently required support procedures.
• Follow established IT policies, security guidelines, and standard operating procedures while providing technical support to end users.