Desktop Support Engineer Level 1

About the role

Provide first-line support for laptop hardware, Windows and software issues. Resolve routine requests promptly, keep support records accurate and escalate complex incidents to the L2 team.

· Provide first-level support for Windows, laptop hardware and approved software.

· Install and configure Windows software and assist users with basic system settings.

· Diagnose common laptop and software faults and apply approved fixes.

· Record incidents and actions taken, keep users informed and escalate unresolved issues to L2 support.

· Work independently on assigned tasks while following team support and security procedures.

· Practical knowledge of laptop hardware, Windows software installation and basic troubleshooting.

· Good customer-service,problem-solving and communication skills.

· Ability to follow support procedures, maintain accurate records and provide timely onsite assistance.

Relevant IT support training,qualifications or equivalent practical experience.

LAN administration is not a requirement for this L1 scope.