Lead - Desktop Engineer

We are looking for a proactive and technically skilled Desktop Engineer to join our IT support team. The ideal candidate will have solid experience in IT asset management, basic OS troubleshooting, vendor coordination, and strong communication abilities. You will play a key role in resolving user issues, maintaining asset records, and ensuring service excellence.

Key Responsibilities:

• Monitor and resolve issues using the ticketing tool; coordinate via call/chat with relevant teams for resolution.
• Dispatch tickets appropriately with detailed log notes.
• Liaise with vendors for issue resolution and follow-up actions.
• Ensure responsiveness to client requirements via calls, emails, and chats.
• Escalate recurring issues or defects to higher management.
• Take ownership of issues from troubleshooting to resolution.
• Drive user satisfaction through effective communication and support.
• Identify hardware-related risks and escalate for urgent replacement.
• Prepare, identify, and maintain accurate IT data records.
• Update and manage IT asset inventory in the asset management tool daily.
• Track asset warranty details and report periodically to management.
• Identify cost-saving opportunities related to renewals, software licensing, and services.
• Handle asset allocation and deallocation efficiently.
• Conduct quarterly audits for data integrity in the asset database.
• Support asset acquisition and disposal by coordinating documentation and logistics.
• Generate and share monthly and quarterly asset data analysis reports.

Required Skills and Competencies:

• Good understanding and experience with ticketing tools.
• Working knowledge of IT asset management tools
• Basic knowledge of operating system installation and troubleshooting.
• Excellent verbal and written communication skills.
• Ability to quickly grasp new technologies and processes.
• Experience coordinating with vendors and managing assets.
• Problem-solving mindset with the ability to clarify and resolve technical requirements.