Desktop Support Engineer

About the Role

Desktop Support Engineer

This role demands a strong technical foundation, a customer-focused mindset, and the ability to work collaboratively to ensure reliable, secure, and efficient IT operations.

Key Responsibilities

• Act as the

  first point of contact

  for any desktop, access, or technology-related issues reported via the Service Desk.
• Serve as the

  first responder in a 24/7 operations centre

  for system alerts generated by monitoring tools (operations function).
• Accurately

  capture all details

  necessary for investigation and diagnosis of technology issues.

• Prioritize incidents

  based on business impact and urgency, escalating or transferring where necessary.
• Identify

  widespread or recurring issues

  and coordinate with senior analysts and relevant teams for timely resolution within SLA.
• Collaborate with colleagues, peers, and senior systems analysts to

  resolve or escalate incidents and problems

  efficiently.
• Proactively

  identify patterns or repetitive tickets

  and flag them for permanent fixes or workarounds.
• Provide

  effective, empathetic, and timely support

  , maintaining professionalism even under pressure.
• Ensure

  clear and concise communication

  with users and stakeholders throughout the resolution process.
• Stay current with emerging technologies to

  improve issue resolution times

  and enhance user experience.
• Maintain accurate

  ticket documentation

  and follow ITIL best practices.
• Demonstrate a

  self-motivated and adaptable approach

  to learning and adopting new technologies.

Required Skills

• Proven experience in desktop or service desk support within a large enterprise environment.
• Strong knowledge of

  Windows and macOS troubleshooting

  .
• Experience with

  Active Directory, user account management, and group policy basics

  .
• Familiarity with

  ITSM/ticketing tools

  such as ServiceNow, Zendesk, or Jira.
• Understanding of

  network fundamentals

  — IP addressing, DNS, DHCP, and VPN troubleshooting.
• Experience supporting

  Microsoft 365, Teams, and Outlook

  environments.
• Knowledge of

  endpoint management tools

  (e.g., Intune, SCCM) is a plus.
• Excellent

  communication, customer service, and problem-solving

  skills.

Experience

• 2–4 years of hands-on experience in desktop, service desk, or technical support roles.
• Exposure to IT operations or monitoring tools preferred.
• Experience in global or large-scale enterprise support environments is an advantage.