Desktop Support Specialist

About the role

The Desktop Support Specialist provides first and second‑level technical assistance to end‑users, ensuring smooth operation of Windows desktops, laptops, and related peripherals. The role involves troubleshooting hardware, software, and network issues while collaborating with vendors and internal teams.

Key responsibilities

• Respond to and resolve user incidents via the help‑desk ticketing system.
• Install, upgrade, and support Windows 10/11, Microsoft Office 365, Cisco Jabber and other authorized desktop applications.
• Perform hardware installation, preventive maintenance, and remedial repairs on PCs, laptops, printers and peripherals.
• Support mobile devices (iOS and Android) and manage encryption solutions through Active Directory.
• Provide basic macOS support for Apple users.
• Diagnose network connectivity problems and use diagnostic tools for workstation hardware/software issues.
• Manage procurement, deployment, inventory tagging and lifecycle of desktop/laptop hardware.
• Coordinate remote site network provisioning (LAN/WAN) and related operations, including monitoring and capacity planning.
• Collaborate with vendors to resolve complex audio‑visual issues and ensure timely communication on incident status.

Required profile

• Fluent English speaker with proficiency in the local language.
• Strong analytical, troubleshooting and problem‑solving abilities.
• Experience working with ITSM tools, particularly ServiceNow.
• Ability to work in a project‑based environment requiring flexibility and teamwork.

Required skills

• Windows 10 & 11
• Microsoft Active Directory and Group Policy Objects (GPOs)
• Microsoft Office 365
• PC hardware installation and troubleshooting
• Helpdesk ticketing systems
• Basic networking (switches, routers, firewalls, wireless APs, controllers)
• Mobile device management for iOS and Android
• ServiceNow
• Cisco Jabber
• Basic macOS support
• Printer installation and support
• LAN/WAN provisioning and monitoring