What are the responsibilities and job description for the Desktop Support Specialist position at SISL Global?
- Handle L2 escalated incidents from Service Desk (L1) and resolve within SLA timelines
- Manage service requests, including software installations, access requests, and hardware provisioning
- Perform root cause analysis (RCA) for recurring or complex issues
- Ensure proper documentation of all troubleshooting steps in ITSM tools (ServiceNow, Remedy, etc.)
2. End-User Computing Support
- Provide advanced troubleshooting for:
- Windows 10/11 operating systems
- macOS environments (basic to intermediate support)
- Microsoft Office 365 suite (Outlook, Teams, OneDrive, SharePoint)
- Resolve performance issues, login failures, profile corruption, and system errors
- Support multi-device environments including laptops, desktops, thin clients, and VDI
- Asset Management Life Cycle.
3. Active Directory & Identity Management
- Perform user account administration:
- Password resets
- Account unlocks
- Group membership updates
- Basic permissions management
- Support authentication issues (SSO, MFA, domain login failures)
4. Endpoint Management & Software Deployment
- Support software installation, upgrades, and patching using tools such as:
- Microsoft SCCM / MECM
- Microsoft Intune (if applicable)
- Ensure endpoint compliance with security policies and corporate standards
- Assist in OS imaging, device provisioning, and reimaging processes
5. Hardware & Peripheral Support
- Troubleshoot and support:
- Desktops, laptops, docking stations
- Printers, scanners, barcode devices
- Monitors, keyboards, and peripheral devices
- Coordinate with OEM/vendors for hardware repairs and replacements
- Manage asset tagging and inventory updates
6. Network & Connectivity Support
- Diagnose and resolve:
- LAN/Wi-Fi connectivity issues
- VPN connectivity problems
- IP conflicts and DNS-related issues (basic level)
- Work closely with network teams for escalated connectivity incidents
- Data centre Knowledge required
- Network Devices knowledge Required
- Network Configuration and troublshooting
7. Escalation & Collaboration
- Escalate unresolved or complex issues to L3 infrastructure or application teams
- Coordinate with security, network, and server teams for cross-functional issues
- Participate in shift handovers and ensure proper knowledge transfer
8. Documentation & Reporting
- Maintain accurate logs of incidents, resolutions, and troubleshooting steps
- Update knowledge base articles for recurring issues
- Provide daily/weekly status updates on ticket progress and SLA compliance
9. Vendor Management