Desktop Engineer

1.Role Overview The Technology Support Specialist is responsible for delivering end-user technology support services across workplace environments, including hardware support, incident management, and asset lifecycle activities. The role contributes to maintaining stable, secure, and efficient end-user technology operations while ensuring a high level of user experience. 2. Key Responsibilities 2.1 End-User Support and Incident Management • Provide onsite support for end-user technology issues at the Client’s office location during agreed core business hours, unless otherwise agreed. • Troubleshoot and resolve hardware and peripheral-related incidents • Manage incidents and service requests through the Client’s ITSM system • Ensure accurate and detailed documentation of all incidents and requests, including resolution steps and relevant knowledge references • Diagnose and resolve a range of end-user issues of moderate complexity, escalating where required • Utilize standard diagnostic tools, remote support tools, and knowledge base resources to resolve incidents • Communicate technical issues and resolutions clearly to end users, ensuring a positive and professional support experience • Provide basic guidance or education to users on supported technologies where appropriate 2.2 Hardware Support and Lifecycle Services • Perform break/fix activities and coordinate hardware replacements • Execute lifecycle activities including installations, moves, adds, and changes • Coordinate with OEM vendors for warranty and repair services • Perform physical handling, installation, and relocation of end-user equipment, including large form-factor displays, as part of workplace support activities 2.3 Asset and Inventory Management • Maintain accurate asset and inventory records • Manage onsite inventory, including spare equipment and loan devices • Support audit and compliance activities 2.4 Onsite Support and Workplace Services • Provide support aligned to agreed service coverage requirements and business demand • Provide onsite support across Client locations where required, including alternate work sites • Provide support outside of standard business hours on an ad-hoc basis where required to support critical activities, incidents, or business events • Support workplace technologies including meeting rooms and AV equipment • Assist with business-critical activities where required 2.5 Vendor and Third-Party Coordination • Coordinate with external vendors and service providers • Facilitate onsite activities involving third-party technicians • Support basic procurement-related activities where required, including obtaining quotations, coordinating with suppliers, and facilitating order processes in alignment with Client guidelines 2.6 Continuous Improvement • Contribute to knowledge documentation and SOPs • Identify opportunities to improve service delivery and user experience 3. Skills and Experience • Strong hands-on knowledge of end-user technology support, including troubleshooting across hardware, peripherals, and workplace devices • Familiarity with enterprise ITSM tools (e.g., ServiceNow) • Strong problem-solving and communication skills • Ability to work effectively in a corporate environment • Ability to perform hands-on, onsite support activities, including physical setup and relocation of workplace technology equipment