Job Summary

Key Responsibilities

Key Responsibilities 

• Act as the primary point of contact for Desk Side Services operations, handling L2/L3 escalations related to end-user computing and hardware issues. 
• Provide onsite and remote support for desktops, laptops, and Mac devices, ensuring minimal downtime and adherence to SLAs. 
• Manage and support asset lifecycle using AMT Asset Management Software, including asset tracking, auditing, allocation, and compliance. 
• Diagnose and resolve complex hardware issues related to Windows PCs, Mac systems, printers, and peripheral devices. 
• Perform installation, configuration, and troubleshooting of endpoint devices (Windows/Mac) and enterprise applications. 
• Manage hardware inventory, including procurement coordination, asset tagging, tracking, and disposal processes. 
• Handle printer management, including installation, configuration, troubleshooting, and vendor coordination for enterprise printing environments. 
• Ensure compliance with ITIL processes such as Incident, Service Request, Problem, and Change Management. 
• Maintain accurate documentation of asset records, configurations, and support procedures (SOPs). 
• Collaborate with cross-functional teams (network, security, infrastructure) to resolve integrated issues. 
• Support onboarding and offboarding activities, including device provisioning, user setup, and asset recovery. 
• Identify opportunities for automation and process improvements within desktop support and asset management. 
• Provide guidance and mentorship to L1/L2 engineers and support knowledge transfer initiatives. 
• Participate in audits and ensure compliance with organizational and regulatory asset management standards. 

Skill Requirements

Technical Qualifications 

• 8+ years of experience in Desk Side Services / End User Computing support in a corporate environment. 
• Strong hands-on experience in Windows PC support, including OS installation, configuration, and troubleshooting. 
• Good experience in Mac (Apple) device management and support. 
• Expertise in Hardware Asset Management and lifecycle processes using tools such as AMT Asset Management Software (or similar platforms). 
• Experience in printer and peripheral device management, including network printers and print servers. 
• Strong knowledge of desktop hardware components, troubleshooting, and replacement procedures. 
• Familiarity with enterprise tools such as ServiceNow (or equivalent ticketing tools) for incident and asset management. 
• Understanding of ITIL processes and best practices. 
• Basic knowledge of endpoint security, patching, and compliance standards. 
• Strong troubleshooting and analytical skills with the ability to handle complex technical issues. 
• Excellent communication and stakeholder management skills. 
• Ability to work in a fast-paced, SLA-driven environment and handle multiple priorities efficiently. 

Other Requirements