Desktop Support Engineer

• Provide timely and effective support to end-users for hardware, software, and network-related issues.
• Handle incidents and service requests via ticketing systems.
• Troubleshoot and resolve issues remotely using tools like Manage engine remote tool.
• Guide users through step-by-step solutions for software and configuration issues.
• Install, configure, and maintain desktops, laptops, printers, and peripherals.
• Perform OS installations, upgrades, and patch management.
• Asset & Inventory Management, Maintain records of IT assets and ensure proper tagging and tracking.
• Coordinate with procurement for hardware replacements or upgrades.
• Ensure systems comply with company security policies (e.g., antivirus, MDM, BitLocker).
• Report and escalate any security incidents or policy violations.
• Documentation & Reporting
• Maintain documentation for troubleshooting steps, SOPs, and user guides.
• Provide regular reports on ticket resolution, asset status, and user feedback.

• Respond to user queries via email, phone, or ticketing system.
• Diagnose and resolve hardware/software/network issues.
• Set up and configure new systems and user accounts.
• Coordinate with vendors for warranty claims and hardware replacements.
• Support mobile device management (MDM) and Intune configurations.
• Ensure timely closure of tickets and maintain SLA compliance.
• Provide support during IT audits and compliance checks.

Train users on basic IT hygiene and best practices.

Graduate