Desktop Specialist (R-19682)

Key Responsibilties:

Provide Level 1 & 2 desktop support for Windows 11 and macOS devices, including laptops, desktops, and peripherals.

Troubleshoot hardware, OS, application, VPN, Wi-Fi, certificate, and access-related issues through remote and onsite support.

Manage incidents and service requests in ITSM tools, ensuring timely resolution and adherence to SLAs.

Perform device provisioning, imaging, upgrades, refreshes, software installations, and redeployments.

Support Microsoft 365, Teams, Outlook, security applications, and other approved enterprise tools.

Maintain IT asset inventory, device audits, user account support, and compliance with security policies.

Collaborate with Security, Network, and Identity teams while supporting technology rollouts, office moves, and knowledge-sharing initiatives.

Key Requirements

3-7 years of experience in Desktop Support, End User Computing (EUC), or IT Operations, supporting Windows 11 and macOS environments.

Strong expertise in PC/Mac hardware troubleshooting, break-fix support, device provisioning, and peripheral management.

Hands-on experience with ITSM platforms, remote support tools, software deployment, and device lifecycle management.

Good understanding of networking fundamentals, including Wi-Fi, VPN, DNS, certificates, and connectivity troubleshooting.

Excellent customer service, communication, and stakeholder management skills with a strong focus on SLA adherence.

Proven ability to prioritize workloads, resolve issues efficiently, and demonstrate ownership, accountability, and attention to detail.

Diploma or Bachelor's degree in IT/Computer Science or related field; Microsoft, Apple macOS, and ITIL certifications are an added advantage.