Desktop Engineer L1 – Service Desk & Technical Support

About the role

The Desktop Engineer L1 provides first‑line technical assistance to end users, handling day‑to‑day incidents and supporting a wide range of hardware, software and peripheral devices. You will act as the primary point of contact for service‑desk requests and contribute to project delivery and asset management initiatives.

Key responsibilities

• Respond to Level 1‑2 support tickets via phone, email and ticketing system, logging all interactions.
• Diagnose and resolve workstation, mobile device, and video‑conferencing issues.
• Assist in the deployment, configuration, and upgrade of images, software and hardware for multiple users.
• Participate in project planning, providing input during requirements gathering and supporting project objectives.
• Collaborate with vendors and internal teams to resolve escalated problems.
• Develop and maintain monitoring dashboards and asset‑management reports using tools such as Nexthink.
• Deliver induction training for new users on IT services and asset usage.

Required profile

• Strong customer‑service orientation with the ability to communicate professionally.
• Experience in handling hardware and software troubleshooting in a corporate environment.
• Ability to follow documented processes and contribute to service‑level improvement.

Required skills

• Nexthink monitoring and analytics
• IT Asset Management System
• Video conferencing support

What we offer

• Opportunity to work in a dynamic IT support team.
• Exposure to project work and asset‑management initiatives.
• Professional development in service‑desk and technical support domains.