AA Consultant Group
Desktop Support Specialist
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Position: Desktop Support Engineer – L1 (Onsite)
Location: Cambridge, UK
Work Mode: 100% Onsite (Customer Office)
Working Hours: Monday to Friday, 9:00 AM – 5:00 PM
Employment Requirement: Valid Work Permit Required
Languages: English
Key Responsibilities:
- Provide Level 1 technical support via phone, email, chat, and self-service portal.
- Log, categorize, prioritize, and resolve incidents and service requests using the ITSM tool.
- Troubleshoot issues related to:
- Windows 10/11 and macOS devices
- Microsoft 365 (Outlook, Teams, OneDrive, SharePoint)
- Active Directory (password resets, account unlocks, group access)
- VPN, network connectivity, Wi-Fi, and printers
- Perform initial diagnosis and issue resolution using knowledge base articles and SOPs.
- Follow ITIL-based Incident, Request, and Problem Management processes.
- Meet defined SLAs, KPIs, and customer satisfaction targets.
- Provide regular user communication and ticket status updates.
- Support onboarding and offboarding activities.
- Participate in shift handovers, knowledge-sharing sessions, and major incident communications.
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Required Skills & Experience:
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- 4–5 years of experience in Enterprise IT Service Desk or End User Support.
- Strong hands-on experience with:
- Windows 10/11 and macOS
- Microsoft 365 and Teams Administration
- Active Directory and Azure AD fundamentals
- Experience with ITSM tools such as ServiceNow, Freshservice, ManageEngine, or similar.
- Familiarity with remote support tools and endpoint management solutions.
- Exposure to VDI, MFA, and endpoint security tools is an advantage.
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