Desktop Support Executive

Key Responsibilities

• Provide timely and effective technical support to end-users via phone, email, or in-person
• Troubleshoot and resolve hardware, software, and network issues, including OS problems, software installation, printer and internet connectivity
• Install, configure, and maintain computer hardware and peripherals such as desktops, laptops, printers, and scanners
• Install and upgrade software applications, drivers, and operating systems
• Perform hardware and software troubleshooting, diagnostics, and repairs
• Set up and manage user accounts, email accounts, access permissions, and reset passwords
• Ensure security and confidentiality of user information and data
• Monitor performance and health of computer systems, networks, and servers, and perform routine maintenance such as updates, patches, and backups
• Maintain inventory of hardware, software licenses, and peripherals; coordinate asset management
• Maintain detailed records of support requests, troubleshooting steps, and issue resolutions
• Prepare reports on support activities, problem trends, and system performance
• Document standard operating procedures and create knowledge base articles
• Conduct training sessions and create user guides to improve user knowledge and self-help capabilities
• Collaborate with IT teams, system administrators, and vendors to resolve complex issues and escalate as necessary
• Ensure compliance with IT security policies, data protection regulations, and best practices
• Monitor and address security vulnerabilities, malware, and unauthorized access attempts
• Stay updated with emerging technologies, software updates, and industry trends through continuous learning