Desktop Support Specialist

About the role

The Desktop Support Specialist provides on‑site, first‑line (L1) and second‑line (L2) technical assistance to end users. The role focuses on maintaining the health of desktop and laptop environments, ensuring rapid resolution of hardware, software and connectivity issues.

Key responsibilities

• Deliver end‑to‑end support for desktops, laptops, printers, scanners and other peripherals.
• Perform IMAC (Install, Move, Add, Change) activities and break/fix tasks.
• Manage device lifecycle: configuration, OS imaging, patching, and vendor hardware replacements.
• Use SCCM, Intune and ServiceNow for asset tracking, ticket handling and remote assistance.
• Install, update and secure approved software in line with IT policies.
• Provide remote and on‑site assistance for Microsoft Office, Outlook, VPN clients and other EUC tools.
• Enforce security standards, antivirus monitoring and desktop policy compliance.
• Act as primary contact for VIP users and during critical escalations.
• Support basic Active Directory tasks and smart‑hands operations.
• Document incidents, hardware inventory and create technical guides.

Required profile

• Experience with L1/L2 desktop support in a corporate environment.
• Familiarity with ITIL incident and request management processes.
• Ability to work independently on‑site and handle urgent escalations.
• Good communication skills for interacting with end users and vendors.

Required skills

• SCCM
• Microsoft Intune
• ServiceNow
• Microsoft Office suite (Word, Excel, PowerPoint, Outlook)
• VPN client configuration
• Windows operating system administration
• macOS basic handling
• Active Directory user management
• OS imaging and patch management
• Antivirus and security patch enforcement
• Remote assistance tools and EUC platforms
• Printer, scanner and peripheral troubleshooting
• ITIL framework awareness