Desktop Support Specialist

Role Overview

The Technology Support Specialist is tasked with delivering comprehensive technology assistance to end-users, covering hardware support, incident management, and asset lifecycle activities to maintain efficient, secure, and stable operations with a focus on user satisfaction.

Key Responsibilities

• Offer onsite support for technological issues during business hours at the client's location or as agreed upon.
• Troubleshoot and resolve hardware and peripheral-related problems effectively.
• Handle incidents and service requests using the client’s IT service management (ITSM) system with precise documentation of actions and resolutions.
• Diagnose and address end-user issues of moderate difficulty, escalating them when necessary.
• Utilize diagnostic and remote support tools along with a knowledge base to resolve technical incidents.
• Communicate clearly and professionally about technical issues and resolutions to ensure a positive user experience.
• Provide basic user guidance on supported technologies when appropriate.
• Conduct break/fix tasks and manage hardware replacements alongside lifecycle activities such as installations, moves, adds, and alterations.
• Coordinate with original equipment manufacturers (OEM) for warranty claims and repairs.
• Physically handle, install, and relocate end-user equipment including large display devices as part of workplace assistance.
• Maintain accurate records of asset inventory and manage onsite spare equipment and loan devices.
• Support audit and compliance through proper documentation and inventory management.
• Provide support across various client locations and alternate sites as necessary.
• Deliver support outside normal hours occasionally for critical activities or incidents.
• Assist with workplace technologies like meeting room and audiovisual (AV) equipment.
• Liaise with external vendors and service providers, facilitate third-party technician visits, and assist with procurement processes such as quotations and supplier coordination according to client standards.
• Contribute to knowledge base enhancement and standard operating procedure documentation.
• Continuously seek and propose improvements to service delivery and user experience.

Skills and Experience

• Proven practical expertise in supporting end-user technology including hardware, peripherals, and workplace devices.
• Experience with enterprise ITSM platforms such as ServiceNow.
• Strong analytical problem-solving capabilities coupled with excellent communication skills.
• Competence to navigate and operate in a corporate environment.
• Capability to perform hands-on onsite support including physical setup and moving of workplace technology equipment.