Test Triangle
Desktop Support
City of London
Posted about 16 hours ago
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London- 5 Days a week onsite is mandate
Mandatory Skills
Technical Skills
- Desktop, Laptop, Printer, and Peripheral Support
- Windows 10/11 Administration
- Active Directory & Azure AD
- Microsoft 365 Administration
- Networking Fundamentals (TCP/IP, DNS, DHCP, VPN, Wi-Fi)
- Hardware Troubleshooting and Break/Fix Support
- Device Imaging, Deployment, and Asset Management
- ITSM Tools (ServiceNow, Remedy, Jira, etc.)
- Remote Support Tools
- Mobile Device Support (iOS/Android)
- Basic Server and Infrastructure Knowledge
Professional Skills
- Strong customer service orientation
- Excellent verbal and written communication
- Problem-solving and analytical skills
- Time management and prioritization
- Documentation and reporting
- Ability to work independently in field locations
- Stakeholder and vendor coordination
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Preferred Certifications
- ITIL Foundation
- Microsoft Certifications (M365/Windows/Endpoint)
- CompTIA A+
- CompTIA Network+
- OEM certifications (Dell, HP, Lenovo)
Roles & Responsibilities
Incident and Request Management
- Provide onsite and remote technical support to end users.
- Troubleshoot hardware, software, network, and application issues.
- Resolve incidents within agreed SLA timelines.
- Handle service requests such as device setup, software installation, and user onboarding.
Device Installation & Maintenance
- Install, configure, and deploy desktops, laptops, printers, and peripherals.
- Perform preventive maintenance and health checks.
- Upgrade and replace faulty hardware components.
Asset & Inventory Management
- Maintain accurate asset records.
- Track hardware movement and lifecycle.
- Coordinate warranty repairs and replacements.
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User Support
- Assist users with account access, password resets, and system usage.
- Provide basic training and technical guidance.
- Ensure high customer satisfaction.
Documentation
- Update tickets with troubleshooting steps and resolutions.
- Create knowledge base articles and support documentation.
- Maintain service reports and compliance records.
Coordination & Escalation
- Work with Service Desk, Infrastructure, Network, and Application teams.
- Escalate unresolved issues to higher support levels.
- Coordinate with vendors for hardware repairs and replacements.
Compliance & Security
- Follow company security policies and procedures.
- Ensure devices comply with organizational standards.
- Support audit and compliance activities when required.
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