Deskside Support

• Log, prioritize, troubleshoot, and resolve incidents and service requests within agreed SLAs, escalating complex issues to the appropriate support teams when required.
• Provide onsite and deskside support for desktops, laptops, network printers, AV devices, corporate phones, and peripheral devices, including break/fix troubleshooting and IMAC (Install, Move, Add, Change) activities.
• Support device deployment, shipping, repair coordination, asset recovery, refresh activities, and laptop collection from leavers and remote workers.
• Maintain and update IT asset inventory, lifecycle records, stock audits, asset reports, and ServiceNow records for laptops, desktops, printers, and server room devices.
• Manage local area network and server room infrastructure support, working closely with global network and infrastructure teams to resolve office-related issues.
• Coordinate with Service Desk teams for incident management, resolution, user communication, timely status updates, user administration, and bespoke application support as required.
• Support endpoint security, access control, patching, encryption, documented procedures, and compliance-related activities in line with company IT policies.
• Support Configuration, Change and Release Management, project work, and internal and external IT audits as part of wider Service Support activities.
• Maintain accurate documentation, knowledge base articles, support procedures, and operational reports to improve service quality and knowledge sharing.
• Coordinate with hardware vendors, service providers, and internal teams for warranty repairs, procurement follow-ups, and service delivery.
• Provide priority technical support for leadership, VIP users, critical business meetings, meeting room technologies, conferencing tools, projectors, displays, and audio/video equipment.
• Participate in shift handovers, support flexible working requirements including shift work and occasional weekends, and help maintain operational continuity.
• Support additional IT service delivery activities as required by business needs.

Essential Requirements:

• Strong interpersonal, teamwork, client-facing, and customer service skills, with excellent verbal and written English communication.
• Minimum 2- 4 years of hands-on deskside, end-user computing, or technical support experience in an enterprise or MNC environment, including laptop/desktop build, imaging, deployment, refresh, and break/fix activities.
• Experience using ServiceNow or similar ITSM tools for incident, service request, asset, change management, ticket updates, escalation tracking, and SLA-based support.
• Excellent working knowledge of Microsoft Windows, Microsoft 365, and Office applications, including Outlook, Teams, OneDrive, SharePoint, MFA, email, and common collaboration-related user issues.
• Proven ability to think logically, troubleshoot effectively, and apply remote problem-solving skills in time-sensitive support situations.
• Adaptable, self-motivated, and able to work under pressure while maintaining a strong focus on service quality and user satisfaction.
• Working knowledge of domain structure, Active Directory, Microsoft Intune, Autopilot, SCCM, or similar endpoint management platforms.
• Basic understanding of endpoint security controls, including BitLocker, antivirus/EDR tools, patching, device compliance, and access control.
• Working knowledge of LAN/WAN and server room infrastructure.
• Ability to support meeting rooms, projectors, displays, conferencing devices, and audio/video equipment for business meetings.
• Experience with IT asset management activities, including inventory updates, stock audits, asset recovery, lifecycle tracking, and reporting.
• Ability to provide professional, urgency-driven support for VIP users, leadership teams, and critical business situations.