Desktop Support
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Summary
Onsite desktop support role in London (5 days/week onsite mandatory) providing end-user technical support: troubleshooting hardware, Windows 10/11, Active Directory/Azure AD, Microsoft 365, and network issues, plus device imaging/deployment, asset management, and incident/request handling via ITSM tools like ServiceNow.
London- 5 Days a week onsite is mandate
Mandatory Skills
Technical Skills
Desktop, Laptop, Printer, and Peripheral Support
Windows 10/11 Administration
Active Directory & Azure AD
Microsoft 365 Administration
Networking Fundamentals (TCP/IP, DNS, DHCP, VPN, Wi-Fi)
Hardware Troubleshooting and Break/Fix Support
Device Imaging, Deployment, and Asset Management
ITSM Tools (ServiceNow, Remedy, Jira, etc.)
Remote Support Tools
Mobile Device Support (iOS/Android)
Basic Server and Infrastructure Knowledge
Professional Skills
Strong customer service orientation
Excellent verbal and written communication
Problem-solving and analytical skills
Time management and prioritization
Documentation and reporting
Ability to work independently in field locations
Stakeholder and vendor coordination
Preferred Certifications
ITIL Foundation
Microsoft Certifications (M365/Windows/Endpoint)
CompTIA A+
CompTIA Network+
OEM certifications (Dell, HP, Lenovo)
Roles & Responsibilities
Incident and Request Management
Provide onsite and remote technical support to end users.
Troubleshoot hardware, software, network, and application issues.
Resolve incidents within agreed SLA timelines.
Handle service requests such as device setup, software installation, and user
onboarding.
Device Installation & Maintenance
Install, configure, and deploy desktops, laptops, printers,
and peripherals.
Perform preventive maintenance and health checks.
Upgrade and replace faulty hardware components.
Asset & Inventory Management
Maintain accurate asset records.
Track hardware movement and lifecycle.
Coordinate warranty repairs and replacements.
User Support
Assist users with account access, password resets, and
system usage.
Provide basic training and technical guidance.
Ensure high customer satisfaction.
Documentation
Update tickets with troubleshooting steps and resolutions.
Create knowledge base articles and support documentation.
Maintain service reports and compliance records.
Coordination & Escalation
Work with Service Desk, Infrastructure, Network, and
Application teams.
Escalate unresolved issues to higher support levels.
Coordinate with vendors for hardware repairs and replacements.
Compliance & Security
Follow company security policies and procedures.
Ensure devices comply with organizational standards.
Support audit and compliance activities when required.