Deskside Support Engineer

Role & responsibilities:

• Provide day-to-day support primarily in End-User Computing (EUC) and Deskside Support Services.
• Deliver high-level support for desktops, laptops, and associated peripherals, including network troubleshooting and resolving OS, application, and patching issues.
• Use tools like SCCM/Ivanti/Intune for deployments, installations, and updates.
• Ensure up-to-date antivirus, Windows patches, and feature packs across all workstations.
• Manage and troubleshoot conference room devices such as Polycom, Cisco, StarLeaf phones, monitors, cameras, and MS Teams-enabled rooms.
• Collaborate with facilities teams for maintaining non-network devices like CCTV cameras and humidity sensors.
• Provide troubleshooting support using remote tools (e.g., RDP, IDRACK, ILO, IP phones).
• Resolve issues with printers, file restorations, and manage mobile devices, handhelds, docking stations, monitors, and accessories.
• Effectively manage customer stakeholders and communicate solutions for technical challenges.
• Maintain and track IT assets, manage the laptop lifecycle, and ensure accurate status updates in the ITSM platform.
• Handle laptop stock imaging, allocation, deallocation, and reclamation processes.
• Perform space reclamation, profile archiving, and ensure proper management of software installations and updates.
• Follow ITIL best practices for incident, problem, and change management. Maintain a knowledge base and standard documentation for processes.
• Provide detailed reports on device status, incident resolution, and SLA adherence. Share insights for continuous improvement

Preferred candidate profile

Perks and benefits