Role
End User Computing (Desktop Analyst) L1‑Onsite services
Experience / Skills

2‑4 years of onsite support experience
Strong working knowledge of Windows 10/11
Experience managing desktop device incidents
Experience with ServiceNow or similar service‑management tool
Good expertise on EUC tools, remote support tools, MS Office and Outlook
Preferred: understanding of Lync/Teams, VPN, mobile device support
Preferred: knowledge of AD, smart‑hands support, MAC devices/tablets

Responsibilities

Manage desktop devices (hardware, software, connectivity) incidents through to resolution
Provide standard desktop support for Field Users devices for lifecycle maintenance
Support, manage, optimize, and maintain desktop configuration, including patch updates, hardware replacements, and remote management
Analyze service desk calls to identify user training and automation needs
Monitor security profiles and anti‑virus software; take action on non‑compliance
Provide VIP support for desk‑side issues per contract and act as point of contact at the site for IT related issues
Ensure each desktop device is installed with the appropriate image
Apply ITIL processes (incident, change, problem, request) and manage spare/buffer stock
Occasional smart‑hands support for MAC devices and tablets

Qualifications

2‑4 years onsite support experience
Strong knowledge of Windows 10/11 and desktop device management
Experience with ServiceNow or similar service‑management tool
Good expertise on EUC tools, remote support tools, MS Office and Outlook
Preferred: understanding of Lync/Teams, VPN, mobile device support
Preferred: knowledge of AD, smart‑hands support, MAC devices/tablets

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