Desktop Engineer

GSPANN is hiring a Desktop Engineer to provide end-user support and ensure smooth IT operations across enterprise environments. The role focuses on troubleshooting hardware and software issues, managing incidents, and delivering high-quality support using ITSM tools.

• Provide Level 1 and Level 2 (L1/L2) technical support for desktops, laptops, and peripheral devices.
• Troubleshoot hardware, operating system (OS), and software issues to ensure minimal disruption to end users.
• Manage incidents, service requests, and tasks using ITSM tools such as ServiceNow.
• Support Information Technology Asset Management (ITAM) processes, including inventory tracking, asset lifecycle management, and asset updates.
• Assist end users with software installation, configuration, and updates.
• Perform remote troubleshooting using tools such as TeamViewer to resolve user issues efficiently.
• Document solutions and contribute to knowledge base articles to improve support processes.
• Document solutions and contribute to knowledge base articles to improve support processes.
• Escalate complex issues and coordinate with internal teams and external vendors for resolution.
• Ensure adherence to Service Level Agreements (SLAs) and deliver high-quality end-user support.

• 2-3 years of experience in desktop support or IT support roles.
• Demonstrate strong knowledge of desktop and laptop troubleshooting.
• Work with ITSM tools such as ServiceNow or similar platforms.
• Apply understanding of ITAM processes and practices.
• Demonstrate experience in service desk operations.
• Utilize remote troubleshooting tools such as TeamViewer.
• Exhibit strong communication and problem-solving skills.
• Work with operating systems such as Microsoft Windows and macOS.
• Hold Information Technology Infrastructure Library (ITIL) Foundation certification as an added advantage.