Desktop Engineer Level 1 – IT Service Desk

About the role

The Desktop Engineer Level 1 will be the first point of contact for end‑users, providing day‑to‑day technical support and ensuring smooth operation of desktop environments. You will work closely with guests, vendors, and internal teams to resolve incidents, support projects, and maintain IT assets.

Key responsibilities

• Handle Level 1‑2 support requests via phone, email and ticketing system, logging all interactions.
• Provide user access services, diagnose client problems, and escalate issues when necessary.
• Assist in project planning, contribute to requirements gathering and support deployment of new images, software and hardware.
• Perform hardware, software and peripheral repairs, configuration changes, updates and upgrades.
• Support video‑conferencing meetings and mobile device issues.
• Collaborate on service‑level objectives, monitor system status and ensure customer satisfaction.
• Maintain IT asset inventory, update asset management system and create dashboards using Nexthink and other monitoring tools.

Required profile

• Experience delivering first‑line technical support to end‑users.
• Strong communication skills and a courteous, professional attitude.
• Ability to document incidents clearly and follow established procedures.
• Willingness to participate in training sessions and support onboarding of new users.

Required skills

• Ticketing system usage
• Hardware troubleshooting
• Software troubleshooting
• Video‑conferencing support
• Nexthink monitoring tool
• IT Asset Management system

What we offer

• Opportunity to work in a dynamic IT environment.
• Exposure to project delivery and asset management initiatives.
• Professional development and training programs.