Desktop Engineer

Key Responsibilities

Provide onsite and remote desktop support services to end users Receive, prioritize, troubleshoot, document, and resolve end-user incidents and service requests within agreed SLA timelines

Escalate unresolved incidents to appropriate resolver groups or third-party vendors where necessary

Perform desktop/laptop imaging and re-imaging activities

Support device deployment, replacement, and technology refresh exercises

Conduct asset inventory verification and asset management activities

Update and maintain accurate incident and service request records within the ticketing system

Create, update, and maintain work instructions, operational procedures, and technical documentation Ensure compliance with IT policies, security standards, and operational procedures

Provide support for Microsoft Windows and Microsoft Office 365 related issues

Support users across different customer sites and locations as required

Participate in operational standby, shift rotations, and extended support coverage when required