Desktop Support Analyst

Job description

Technical Skills:

Mandatory: Install & Configure laptops (HP models G7, G8, G10) , Pc’s, Basic Networking, understanding of switches & routers, Win 10/11 OSD & troubleshooting.

Nice to have: MAC installs & troubleshooting, Video Conferencing (Yealink), Network Printers,

MECM basics, ServiceNOW, Digital Media Players (Scala). Microsoft certifications, ITIL framework

Roles and Responsibilities:

Operational Support (1st Line/2nd Line):

• Actively participate in desktop/laptop support operations and report on tasks/activities.
• Provide Level 1/2 technical support for all Windows-based (Win10/Win11) or MAC client machines.
• Record all actions in detail using the incident management tool and methodology.
• Responsible for software installation & troubleshooting (Local & Remote) of desktops & laptops through service requests.
• Manage hardware stock and inventory using in-house developed tools.
• Handle deployment of software(s) using SCCM.
• Conduct bulk rollouts across the organization.
• Create new virtual PCs using VMWare vSphere 6.x / 7.x.
• Configure in-house telephony applications.
• Coordinate with other technical teams for incident resolution.
• Propose changes to the knowledge base / documentation (Technical/Functional).
• Provide weekly support during business hours (Ombuds as per Colruyt terminology) as per the team roster throughout the year.
• Solve issues, drive enhancements, and improve support for all IT-related functions: operational support, application support, and service delivery.

Preferred Knowledge and Skills:

• PC Hardware and troubleshooting knowledge.
• Basic networking knowledge.
• Microsoft certification on Win10/11 operating system, or MAC (Optional).
• Knowledge of ITIL framework (Optional).

Expectations:

• A professional who believes in organizational values such as respect towards individuals, teamwork, readiness to serve, cost/benefit mindset, efficiency with simplicity, and open communication while respecting privacy/confidentiality.
• Ability to work in a complex environment with flexibility to adapt to changing conditions.
• Good communication skills (verbal, non-verbal, written) in English.
• Self-driven, proactive, quick learner with a strong sense of ownership.
• Social and able to build professional relationships with people at all levels.
• Customer-friendly yet assertive (e.g., critical in non-standard requests).
• Proficient in creating and maintaining data in Microsoft Word and Excel.

Experience and Qualifications:

1. To 5 years of relevant and recent experience in Windows System administration (Win10/Win11/MAC).

• Diploma/Graduation/Engineering Degree from a reputed institute.