Desktop Support Engineer

Desktop Support Contract Inside IR35 Job Description London- 5 Days a week onsite is mandate

Mandatory Skills

• Technical Skills
• Desktop, Laptop, Printer, and Peripheral Support
• Windows 10/11 Administration
• Active Directory & Azure AD
• Microsoft 365 Administration
• Networking Fundamentals (TCP/IP, DNS, DHCP, VPN, Wi-Fi)
• Hardware Troubleshooting and Break/Fix Support
• Device Imaging, Deployment, and Asset Management
• ITSM Tools (ServiceNow, Remedy, Jira, etc.)
• Remote Support Tools
• Mobile Device Support (iOS/Android)
• Basic Server and Infrastructure Knowledge

Professional Skills

• Strong customer service orientation
• Excellent verbal and written communication
• Problem-solving and analytical skills
• Time management and prioritization
• Documentation and reporting
• Ability to work independently in field locations
• Stakeholder and vendor coordination

Preferred Certifications

• ITIL Foundation
• Microsoft Certifications (M365/Windows/Endpoint)
• CompTIA A+
• CompTIA Network+
• OEM certifications (Dell, HP, Lenovo)

Roles & Responsibilities

• Incident and Request Management
• Provide onsite and remote technical support to end users.
• Troubleshoot hardware, software, network, and application issues.
• Resolve incidents within agreed SLA timelines.
• Handle service requests such as device setup, software installation, and user onboarding.
• Device Installation & Maintenance
• Install, configure, and deploy desktops, laptops, printers, and peripherals.
• Perform preventive maintenance and health checks.
• Upgrade and replace faulty hardware components.
• Asset & Inventory Management
• Maintain accurate asset records.
• Track hardware movement and lifecycle.
• Coordinate warranty repairs and replacements.
• User Support
• Assist users with account access, password resets, and system usage.
• Provide basic training and technical guidance.
• Ensure high customer satisfaction.
• Documentation
• Update tickets with troubleshooting steps and resolutions.
• Create knowledge base articles and support documentation.
• Maintain service reports and compliance records.
• Coordination & Escalation
• Work with Service Desk, Infrastructure, Network, and Application teams.
• Escalate unresolved issues to higher support levels.
• Coordinate with vendors for hardware repairs and replacements.
• Compliance & Security
• Follow company security policies and procedures.
• Ensure devices comply with organizational standards.
• Support audit and compliance activities when required.