Desktop Support Engineer

Job Description

Job Title: Desktop Support Engineer Experience Required: 1 – 2 Years Shift : General shift Working Days: 6 days Budget: 2.4 to 2.6 LPA Key Responsibilities: Ensure all user emails/tickets are addressed and resolved within defined SLAs by respective IT SPOCs. Monitor ticket progress and escalate unresolved issues to IT domain managers to avoid user escalations. Guide the team on complex issues and review daily SLA breach reports for timely closures. Manage onboarding/offboarding IT processes in coordination with IT SPOCs. Oversee IT request resolution for offshore and onsite users. Enforce adherence to IT processes and propose improvements as needed. Review team activities through daily reports and support prioritization in daily meetings. Maintain and publish daily reports: Exit clearance, SLA breach, and license availability. Weekly review of Google Workspace, O365, and Absolute trackers to ensure compliance (DLs, MFA, MDM, subscriptions, assets). Publish monthly IT SLA reports and attend business and HR planning meetings. Organize webinars and vendor sessions to promote feature adoption in Google Workspace and O365. Track vendor SLAs and introduce strategies to improve ticket resolution and Helpdesk tool adoption. Manage license procurement/renewals and ensure availability based on hiring projections. Maintain configurations across Helpdesk, Google Workspace, O365, and Absolute tools as per policy. Address vulnerabilities, perform quarterly audits, and implement tool enhancements. Regularly update SOPs, processes, FAQs, and knowledge base in collaboration with IT SPOCs. Encourage team performance, recognize achievements, and coordinate with LCD for upskilling. Show more Show less