Desktop Support Engineer

JOB Purpose

The Desktop Support Engineer is responsible for providing efficient and timely technical support to employees, ensuring the smooth operation of desktop systems, hardware, and software. This role involves troubleshooting and resolving technical issues, managing system installations and updates, ensuring IT security compliance, and overseeing the management of IT assets to maintain a productive work environment for the development teams.

Role and Responsibilities / KRAs

End-User Support

Resolve 95% of assigned tickets within SLA (e.g., 4–8 business hours for L1 incidents).

Maintain minimum 4.5/5 user satisfaction score (feedback surveys after ticket closure).

Troubleshooting

Diagnose and resolve 80–90% of OS/network/app issues independently;

Escalate only 10–20% of cases to higher support levels.

System Maintenance

Ensure 100% OS/software updates applied on schedule (monthly/quarterly).

Complete preventive maintenance for all endpoints once per quarter.

Asset Management

Maintain 100% accurate and up-to-date asset register (laptops, desktops, peripherals, licenses).

Track lifecycle and plan replacements at least 90 days before EOL.

Ensure zero missing assets during audits.

Security & Compliance

Ensure 100% system compliance with antivirus, patch management and access controls.

Report security incidents within 30 minutes of detection.

User Account Administration

Process new joiner/leaver account requests within 24 hours.

Maintain zero unauthorized access accounts (monthly reviews).

Collaboration & Escalation

Work with infra/dev teams and maintain <20% escalated tickets.

Provide technical documentation for escalations in 100% of cases.

Documentation & Reporting

Maintain detailed logs for 100% support requests in the ticketing tool.

Submit weekly/monthly reports covering ticket trends, recurring issues, and asset movement.

Training & Awareness

Conduct quarterly employee IT/security orientations,

Share at least 1 IT advisory/awareness communication per month.

Network & Internet Support

Resolve 90% end-user network/Wi-Fi/VPN issues within SLA.

Maintain >99% network uptime (with network team support)

Organization initiatives (Weightage – 5%)

ü Ensure participation in at least 2-3 organization initiatives becoming the front face of the function and adding value by making presence felt.

• Personal Development (Weightage – 5%)
  
  

ü Ensure all personal development goals as agreed in discussion with the reporting manager are met before close of the assessment year.

ü Further seek guidance and take initiative on becoming more visible participating in key discussion and supporting the India HR Leader help drive the HR vision in the Company.

Job Impact

• Ensures smooth IT operations and system availability, enabling employees and development teams to work efficiently.
  
  

Reduces downtime and protects organizational assets, contributing to overall productivity and security.

Qualifications And Experience Requirements

• Bachelor’s degree in Computer Science, Information Technology, or a related field Diploma (or equivalent practical experience).
• Minimum 1-2 years of experience in desktop support, IT support, or a similar role.
  
  

Knowledge/Skills/Attributes

• Collaborating KSAs that should help the person to take charge and delivering on expectations.
  
  

Additional Notes

Interactions / dependencies

• Internal – employees, managers and leaders of the Company in India
• External – partners etc.
• Primary – all program / practice and support group teams and respective head of departments teams within the Company
• Secondary – Company leaders
  
  

Skills: end-user support,desktop support engineer,security,it,security & compliance