Desktop Support Engineer

Desktop Support L1

The Desktop Support Engineer in a dispatch role is responsible for providing first and second-level technical support while also managing the efficient assignment and dispatch of service requests. This hybrid role ensures end-user issues are resolved promptly—either directly or by coordinating with other technicians—by triaging tickets, prioritising tasks, and maintaining strong communication between IT and users.

Key Responsibilities

 One to three (1-3) years of strong experience providing IT Infrastructure field support which

includes troubleshooting hardware, software, operating system issues and problems and fixing

the issues without impacting / violating the hardware warranty or customer security compliance

requirements.

 Constantly monitor individual queues to resolve routine and non-routine desktop issues and

requests

 Escalate issues as appropriate and act as a technical escalation for the end user

 Maintain a high level of customer satisfaction

 Comply with the desktop group practices and procedures

 Update ServiceNow and other data repositories (e.g. knowledge base) as appropriate in a timely

manner.

 Identify technical and process issues and recommend improvements

 Achieve target ticket volumes and ticket resolution levels

 Responsible for compliance with applicable corporate policies and procedures

 Maintains productive relationships with peers and management in IT and the clients whose

issues are being worked on

 Follows the processes, practices established for the group

 Coordination and consulting with client areas to help analysis problems and needs and

recommend technical solutions

 Perform intermediate-to-advanced IMAC (installs, moves, add, changes) services: hardware roll-

outs, refreshes, and other hardware deployment related activities on PCs, laptops, printers, POS

devices, etc.

 Perform intermediate-to-advanced deskside support services installing and troubleshooting

hardware, software, and network related issues

 Handle software installation/support/upgrades

 Perform basic LAN and internetworking related activities

 Have strong internetworking and troubleshooting skills

 Have A+ certification & at least one certification from either Cisco or Microsoft

 May have other vendor certifications from OEMs (Dell, Toshiba, Lenovo, HP)

 Must be a self-starter and can manage multiple tasks

 Exceptional customer service skills

 Good communication skills

 Ability to work independently or as part of a team

 Ability to complete tasks effectively with minimal supervision

 Must be available to work flexible work schedules

 High-level skill set

 Outstanding people skills

 Self-starter, needs to be able to work on his/her own

 Proficiency in Windows 10 & 11 and Office Suite/O365

What next?

If you are looking for that next challenge in your career and wish to apply for this role, please forward your resume to ***email_hidden***