Job Description

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Apply NowRequest No: RA-0525-3418DESIGNATION: DESKTOP SUPPORT ENGINEER L1DESCRIPTION:

• Technical Support
• Provide first and second-line support for desktops, laptops, printers, and other peripherals.
• Troubleshoot hardware, software, and network connectivity issues.
• Support Microsoft Windows OS, Microsoft Office Suite, and common enterprise applications.
• Incident & Request Management
• Log, track, and resolve support requests using the IT service management (ITSM) tool.
• Ensure timely resolution of incidents within SLA (Service Level Agreement) timelines.
• Escalate unresolved issues to higher support tiers as needed.
• Installation & Configuration
• Install, configure, and maintain operating systems and software on end-user devices.
• Set up new user accounts, email configurations, and access permissions.
• Deploy and maintain antivirus and endpoint protection solutions.
• Asset Management
• Maintain an up-to-date inventory of IT hardware and software assets.
• Tag and track all assets assigned to end-users.
• Coordinate with procurement for hardware replacements and upgrades.
• User Training & Support
• Provide basic training and guidance to users on IT systems and tools.
• Create and update user documentation and FAQs.
• Preventive Maintenance
• Perform routine maintenance of desktop systems to ensure performance and security.
• Apply patches, updates, and service packs regularly.
• Security Compliance
• Ensure adherence to company IT security policies and procedures.
• Report and respond to any detected malware, data loss, or unauthorized access.
• Collaboration & Communication
• Coordinate with network, server, and application teams for complex issues.
• Maintain clear communication with end-users on ticket progress and resolution.
• Reporting
• Generate weekly/monthly reports on ticket status, resolutions, and recurring issues.
• Provide feedback and recommendations for process improvement.
  
  

KRA:

• Technical Support
• Provide first and second-line support for desktops, laptops, printers, and other peripherals.
• Troubleshoot hardware, software, and network connectivity issues.
• Support Microsoft Windows OS, Microsoft Office Suite, and common enterprise applications.
• Incident & Request Management
• Log, track, and resolve support requests using the IT service management (ITSM) tool.
• Ensure timely resolution of incidents within SLA (Service Level Agreement) timelines.
• Escalate unresolved issues to higher support tiers as needed.
• Installation & Configuration
• Install, configure, and maintain operating systems and software on end-user devices.
• Set up new user accounts, email configurations, and access permissions.
• Deploy and maintain antivirus and endpoint protection solutions.
• Asset Management
• Maintain an up-to-date inventory of IT hardware and software assets.
• Tag and track all assets assigned to end-users.
• Coordinate with procurement for hardware replacements and upgrades.
• User Training & Support
• Provide basic training and guidance to users on IT systems and tools.
• Create and update user documentation and FAQs.
• Preventive Maintenance
• Perform routine maintenance of desktop systems to ensure performance and security.
• Apply patches, updates, and service packs regularly.
• Security Compliance
• Ensure adherence to company IT security policies and procedures.
• Report and respond to any detected malware, data loss, or unauthorized access.
• Collaboration & Communication
• Coordinate with network, server, and application teams for complex issues.
• Maintain clear communication with end-users on ticket progress and resolution.
• Reporting
• Generate weekly/monthly reports on ticket status, resolutions, and recurring issues.
• Provide feedback and recommendations for process improvement.
  
  

DEPARTMENT: CSDExperience: 1-5QUALIFICATION:SKILL: Customer ServiceEMPLOYMENT TYPE: ProbationLOCATION: Kolkata