Desktop Engineer L1 – End User Support

About the role

The Desktop Engineer L1 provides first‑line technical assistance to end users, handling day‑to‑day support requests and ensuring smooth operation of hardware, software, and peripheral devices. You will act as the primary contact for guests, resolve incidents, and contribute to project and asset management initiatives.

Key responsibilities

• Serve as the first point of contact for Level 1‑2 support via phone and email, log incidents, and document resolutions.
• Diagnose and resolve workstation, mobile device, and video‑conferencing issues; assist vendor experts when needed.
• Participate in project planning, provide input on requirements, and support deployment of new images, software, and hardware.
• Perform configuration changes, updates, upgrades, and minor to medium hardware/software repairs.
• Conduct induction training for new guests on IT services and asset usage.
• Develop and maintain monitoring dashboards (e.g., Nexthink) to proactively ensure service stability and improve NPS.
• Manage IT asset inventory, update receiving forms, and create high‑quality asset dashboards.
• Collaborate on service‑level objectives, explain procedures to guests, and follow up to guarantee satisfaction.

Required profile

• Experience delivering first‑line desktop support (Level 1‑2) to end users.
• Ability to interact courteously and professionally with guests.
• Familiarity with IT asset management processes and documentation.
• Willingness to contribute to project planning and service‑level management.

Required skills

• Hardware and software troubleshooting.
• Video‑conferencing support.
• Use of IT monitoring and analytics tools such as Nexthink.
• Experience with IT Asset Management Systems.
• Basic configuration, update, and upgrade procedures.

What we offer

• Opportunity to work in a dynamic IT environment supporting a large user base.
• Exposure to project delivery, asset management, and service‑level initiatives.
• Professional development through induction training and cross‑functional collaboration.