Help Desk Specialist

About the role

The Help Desk Specialist provides end‑to‑end technical support for desktop and laptop environments in a fast‑paced corporate setting. The role involves both on‑site and remote assistance, handling routine incidents as well as critical escalations.

Key responsibilities

• Provide technical support for desktop and laptop hardware, software, and connectivity issues.
• Execute IMAC (Install, Move, Add, Change) activities and break/fix tasks.
• Manage the full lifecycle of desktop devices, including configuration, patching, OS imaging, and vendor hardware replacements.
• Utilise SCCM, Intune, and ServiceNow for asset tracking, ticket resolution, and remote assistance.
• Administer approved software installations, updates, and security patching in line with IT policies.
• Deliver remote and deskside support for applications such as MS Office, Outlook, and VPN clients.
• Ensure compliance with security protocols, antivirus monitoring, and desktop policy enforcement.
• Provide VIP support and act as the primary onsite contact during critical outages.
• Support printers, scanners, and other peripherals, including troubleshooting and maintenance.
• Assist with Active Directory tasks, basic user account management, and smart‑hands support.
• Maintain documentation of incident resolution, hardware inventory, and technical guides.
• Handle Windows OS environments, mobile device support, and basic Mac device troubleshooting.
• Follow ITIL practices for incident, problem, and service request management.

Required profile

• Experience delivering end‑to‑end desktop and laptop support.
• Familiarity with ITIL incident and problem management processes.
• Ability to act as the primary onsite contact during escalations or outages.
• Strong documentation and communication skills for technical guides and incident records.

Required skills

• SCCM
• Intune
• ServiceNow
• Windows operating system
• Microsoft Office (Word, Excel, Outlook)
• VPN client configuration
• Active Directory
• ITIL processes
• Hardware troubleshooting
• OS imaging and patching
• Antivirus monitoring
• Printer and scanner support
• Mac device handling
• Mobile device support