What are the responsibilities and job description for the Desktop Support Specialist position at Chase IT Global?
Position: L1 Desktop support
Job Summary: Desktop Support Engineer (On-Site Services):
The Desktop Support Engineer will provide comprehensive on-site support for customers, delivering both proactive and responsive technical assistance to maintain and optimize end-user productivity. This role focuses on executing a broad range of IT support services, including hardware and software troubleshooting, installations, configurations, and upgrades, as well as maintaining compliance with customer IT standards and policies. The engineer will work closely with the ESP team to ensure seamless service delivery, continuous improvement, and user satisfaction across various Infosys locations.
Responsibilities:
* Provide on-site support to end-users, ensuring timely resolution of incidents and service requests related to hardware, software, network connectivity, and peripherals.
* Execute Installations, Moves, Adds, and Changes (IMAC) for desktops, printers, network devices, and meeting room technology, coordinating with ESP and Infosys as needed.
* Deliver desk-side orientation for end-users and support on basic usage of hardware and software.
* Resolve incidents and service requests in line with established service levels for hardware, software, and network connectivity.
* Troubleshoot and manage break/fix issues, perform hands-on support for servers and network equipment, and coordinate repairs to minimize user downtime.
* Manage user connections to Infosys network resources, providing assistance irrespective of user location.
* Operate and manage walk-up service centres, offering end-users a consumer-style support experience with direct, face-to-face assistance.
* Provide hot-swap device replacements, hardware repairs, system tune-ups, and device refresh services for walk-up users.
* Assist with device and accessory installations, software updates, and perform device compliance checks per Infosys standards.
* Deliver high-touch support for VIP users, including extended support hours, rapid incident response, and specialized technical assistance tailored to VIP requirements.
* Maintain direct communication with VIP users via phone or email to provide real-time support as required.
* Administer the hardware asset pool to ensure availability of spare parts and equipment for end-users.
Qualifications:
* Bachelor's degree in IT, Computer Science, or related field, or equivalent experience, preferred.
* Minimum of 3 years of experience in desktop support, IT support, or field services, ideally in a large enterprise setting.
* Proficiency with Windows OS, basic networking. hardware troubleshooting. and enterprise software.
* Strong customer service, communication, and problem-solving skills.
* Familiarity with IT service management tools and practices (o.g., ticketing systems, SLAs).
* Experience supporting VIP users and managing on-site service centres is a plus.
* Multilingual capabilities, especially in English and the local language, preferred.
Knowledge and experience of the following applications is a must:
* ServiceNow (preferred), but experience and knowledge in other ticketing systems is acceptable (i.,e Zendesk, Jira, Zoho Desk)
* Microsoft 365
* MFA and SSO
* Active Directory basic administration
* Azure basic administration
* SCCM image and update deployment