Desktop Support Specialist

Role overview

This position focuses on delivering technology support to end users across workplace environments. The work includes hardware troubleshooting, incident handling, and asset lifecycle tasks, all aimed at keeping user technology stable, secure, and efficient while supporting a positive employee experience.

Core support responsibilities

• Offer onsite assistance for end-user technology issues at the client’s office during agreed core business hours, unless an alternate arrangement is in place.
• Investigate and fix problems related to hardware and peripheral devices.
• Handle incidents and service requests in the client’s IT service management platform.
• Keep records of incidents and requests complete and accurate, including the steps taken to resolve them and any relevant knowledge base references.
• Work through user issues of moderate complexity and escalate when the situation requires it.
• Use standard diagnostic utilities, remote support tools, and knowledge resources to close incidents efficiently.
• Explain technical issues and solutions clearly to users in a professional and helpful way.
• Provide basic user guidance on supported technologies when needed.

Hardware and lifecycle support

• Carry out break/fix work and help organize hardware replacements.
• Support lifecycle tasks such as installations, moves, additions, and changes.
• Coordinate warranty repairs and service actions with original equipment manufacturers.
• Move, install, and physically handle end-user equipment, including large displays, as part of workplace support.

Asset, inventory, and workplace services

• Keep asset and inventory information accurate and up to date.
• Manage onsite stock, including spare devices and loaner equipment.
• Assist with audit and compliance-related tasks.
• Provide support based on agreed service coverage and business needs.
• Support other client sites when required, including alternate work locations.
• Be available for occasional support outside normal business hours for critical incidents, business events, or urgent activities.
• Support meeting room technologies and AV equipment.
• Help with business-critical activities when needed.

Vendor coordination and improvement

• Work with external vendors and service providers as needed.
• Coordinate onsite work performed by third-party technicians.
• Assist with basic procurement activities such as collecting quotations, coordinating with suppliers, and supporting order processing according to client guidelines.
• Contribute to knowledge articles and standard operating procedures.
• Look for ways to improve service delivery and the overall user experience.

Requirements

• Practical, hands-on experience supporting end-user technology, including hardware, peripherals, and workplace devices.
• Comfort using enterprise IT service management tools such as ServiceNow.
• Strong troubleshooting ability and clear communication skills.
• Ability to operate effectively in a corporate environment.
• Willingness to perform onsite, hands-on support tasks, including setup and relocation of workplace technology equipment.

Additional information

Stefanini Group is hiring for this opportunity and welcomes interested candidates to apply. For faster processing, candidates may also contact Prachi Mehta at prachi.mehta@stefanini.com.

The stated salary range may differ depending on experience, qualifications, and local market conditions. Some roles may also include bonuses or other incentives.

About the employer

The Stefanini Group is a global outsourcing, IT digital consulting, systems integration, application, and strategic staffing provider serving Fortune 1000 companies worldwide. It operates across the Americas, Europe, Africa, and Asia, and supports more than 400 clients in sectors such as financial services, manufacturing, telecommunications, chemical services, technology, public sector, and utilities. The company is CMM Level 5 certified and has a global footprint.